Customer Service Administrator

Did you know KONE moves over one billion people every day. We employ over 55,000 driven professionals in over 60 countries worldwide joined together by a shared vision. As a global leader in the elevator and escalator industry, it is our mission to improve the flow of urban life.

Why this role?

Customer Service Admin is the voice of KONE, focusing on one or more specific admin domains. He/She provides administrative support for salespersons and supervisors, enabling them to maximize the time spent on customer facing activities in the field. The administrative support covers activities related to Maintenance Operations, Sales Support, Public Tender Preparation, Third Party Inspection and Reporting.

Customer Service Admin is also supporting customer directly for more complex customer queries forwarded by the Customer Service Agents or other departments. Customer Service Administrator is mainly interacting with salespersons, supervisors, field technicians, KONE Customer Service Organization and KONE Shared Services.

The Customer Service Admin ensures responsiveness towards customer by keeping up with quality and SLA levels.

What will you be doing?

General administrative support for Sales and Maintenance Supervisors:
SEB Sales support activities
- Sends customer letters and supports mass updates in maintenance contracts
- Maintenance contract termination: Processes maintenance contract cancellation requests, informs Billing Administrator when invoice cancellation or credit note creation is required
- Supports preparation of new maintenance contracts from NEB or competition and for renegotiations
- Supports VB Sales activities (documentation, quality checks, internal handover packs etc.)
- Carries out data checks and quality audits for new contracts from KONE Shared Service Center
- Supports specific tasks from sales (eg for contract creation)
- Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response

NEB Sales support activities
- Supports in tender preparation and finalizing order before sending to order admin
- Supports in preparation and archiving of customer documents and conversation
- Performs customer credit checks: request customer credit check during tendering and ordering
- Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response
- Supports in customer data maintenance

Maintenance Operations support activities
- General admin support, e.g. Manages safety and site access documents of site personnel as requested by site managers and ensures that data is collected and delivered to KONE SSC for input
- Enters fitter scheduling plans (on duty and backup assignments) in Konect, coordinating changes/updates of maintenance plans in SAP
- Manages workcenter data changes
- Supports specific field supervisor tasks
- Supports in repair and maintenance visit planning and communication to customer
- Takes ownership for customer queries forwarded from first level and follows up with field Supervisor and other services to get a response
- Creates planned service repairs when needed
- Supports technician and supervisor in material related requests (PR creation, check availability and follow up on delivery)

Specialized administration and support tasks:
Support in 3rd party inspection administration
- Analyzes inspection needs and schedules individual inspections
- Analysis and follow-up: Receives and analyzes inspection reports, contacts customer for actions, hands over repair tender leads to Repair Admin and follows up closing the remarks
- Creates service/work order and requests spare parts
- Takes ownership for customer queries forwarded from first level and follows up with field Supervisor and other services to get a response

Support in public tenders
- Supports sales in proposal creation (public tenders)
- Assists in contract and sales order creation for public bids (admin handover)
- Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response

Support in customer reporting
- Verifies and inputs customer data in customer portals (mainly done in KONE SSC)
- Provides reports for Key Accounts
- Prepares working instructions for KONE SSC to be able to input relevant information to customer portals
- Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response

What do we offer?
- Career progression opportunities within a global organisation
- Full-time role enabling you establish a function and make it your own
- Total reward elements that engage and motivate our employees and help us make KONE a great place to work
- Comprehensive learning and development programs covering a wide range of professional skills

At KONE, we are focused on creating an innovative and collaborative working culture where we value each indi