Customer Service & Service Order Management Specialist – Benelux

Náplň práce, právomoci a zodpovednosti:
Lenovo’s Service Operations team is seeking a Customer Service & Service Order Management Specialist to serve as the central point of contact for our Benelux retail partners, ensuring end‑to‑end excellence across service cases, repairs, escalations, and order management. This role operates in an international environment with daily collaboration across retailers, repair depots, logistics hubs, and our Customer Engagement Center, where your work directly influences partner satisfaction and Lenovo’s brand reputation in Belgium, the Netherlands, and Luxembourg.


Key Responsibilities:
- Act as the Single Point of Contact for all Lenovo service matters with key Benelux retailers, providing clear, timely updates on orders, repairs, spare parts, and workflows.
- Coordinate with repair depots on work orders, error descriptions, hold statuses, and access details; manage billable repairs and cost estimates through professional negotiation.
- Monitor SLA compliance (including Medion cases), drive issue resolution for repeated repairs, and apply goodwill where appropriate per guidelines.
- Oversee logistics HUB flows: track shipment status for service orders, and manage blind shipments plus one‑leg/two‑leg routing as required.
- Process DOA requests and resolve CEC support tickets; provide partners with clear instructions and practical troubleshooting.
- Manage Lenovo service orders in Microsoft Dynamics (status management, BTOS decisions) while safeguarding process accuracy and compliance.
- Validate refunds and credit notes with the crediting team; update Proof of Purchase (POP) to support warranty adjustments and coordinate CRU spare‑part shipments.
- Manage monitor repairs via Reconext and ETRAC (orders, parts, credits, customer contact) and train partners on proper monitor and special‑case handling.

Zamestnanecké výhody, benefity:
Opportunities for career development & growth
Performance based rewards
Hybrid working model (homeoffice/office)
3 sick days per year
Additional vacation days
100% sick leave compensation up to 2 months per year
A broad selection of soft / hard skills trainings and individual mentoring
Employer contribution to the Third Pillar Pension System
Life & life events insurance, fully covered by company

Požiadavky na zamestnanca:
- Bachelor’s degree (or equivalent practical experience) in service operations, supply chain, logistics, or a related field.
- 2–3+ years’ experience in service operations, order management, or logistics with retailer/depot coordination exposure.
- System affinity: proficiency with Microsoft Dynamics; familiarity with RTS, Reconext, and ETRAC; solid Excel skills (e.g., VLOOKUP, Pivot).
- Knowledge of warranty/POP adjustments, DOA handling, SLA tracking, and credit/refund processes in a service environment.
- Language: English (mandatory) and Dutch (mandatory); French is a strong advantage.
- Strong stakeholder management with excellent written and verbal communication skills across internal and external audiences.
- Calm, structured, and solution‑oriented under pressure; able to independently manage complex, time‑sensitive service cases.
- High attention to process accuracy, data quality, and disciplined documentation to ensure compliant, consistent execution.