Customer Service & Service Order Management Specialist – Benelux

Náplň práce, právomoci a zodpovednosti:
- Safeguard correct process execution, explain procedures clearly, and manage escalations, lost devices, urgencies, and exceptions.
- Align with Service Delivery Managers (SDMs) for complex service situations.
- Coordinate with repair depots on work orders, error descriptions, hold statuses, passwords, and handle billable repairs, cost estimates, and negotiations.
- Manage repeated repairs, goodwill cases, and monitor SLA compliance for Medion cases.
- Provide shipment status updates for Lenovo service orders, handle blind shipments, and manage special one-leg/two-leg flows.
- Coordinate non-standard service orders, such as monitors or CRU at depot.
- Process DOA requests submitted by Lenovo and review/resolve CEC support tickets involving Lenovo customers.
- Support partners with clear instructions and troubleshooting.
- Manage Lenovo service orders in Microsoft Dynamics, including status updates and BTOS decisions.
- Validate refunds and credit notes with the crediting team, and update Proof of Purchase (POP) for warranty adjustments.
- Coordinate and track CRU spare parts shipments, manage monitor repairs through Reconext and ETRAC (orders, parts, credits, customer contact).
- Train partners on proper monitor and special case handling.
- Demonstrate strong communication and stakeholder management skills.

Zamestnanecké výhody, benefity:
- Hybrid working model (homeoffice/office)
- 3 sick days per year
- Additional vacation days
- 100% sick leave compensation up to 2 months per year
- An international team with a high focus on Gender Diversity.
- Employee Assistance Program, e.g., for psychological, legal & financial consultancy
- Access to training for personal development - Internal E-learning Development Platform Available for Employees
- Mentorship program
- You are joining a company that prioritizes sustainable solutions like CO2 Offset, Asset Recovery Services, and the Lenovo Certified Refurbished portfolio.

Požiadavky na zamestnanca:
- Bring experience in service operations, order handling, or logistics, and remain calm, structured, and solution-oriented under pressure.
- Show system affinity (MSD, RTS, Reconext, ETRAC knowledge is a plus) the ability to manage complex service cases independently.
- Fluency in Dutch and English (French is a strong advantage)