Service Operations Specialist
About The Position
The Service Operations Specialist supports the after-sales unit by managing the customer lifecycle from onboarding through retention. This role acts as a critical link between customers and internal departments like Warehouse, Accounting, and IT to ensure service goals are met and customer satisfaction is maintained. This is how you WOW: Drive Customer Success: Develop and execute onboarding plans to guide new customers while minimizing departmental handoffs. Coordinate Growth: Lead priority communication for new equipment deliveries and coordinate installation/training setup to build long-term engagement. Re-activate & Engage: Proactively reach out to inactive accounts and follow up on repair estimates to identify growth opportunities and improve conversion rates. Digital Adoption: Assist customers with service portal registration and provide ongoing guidance to maximize their use of digital tools. Operational Excellence: Manage service inbox inquiries and analyze customer satisfaction data to provide actionable strategic recommendations to regional teams.
Requirements
- A Bachelor’s degree in business, commerce, or a related field.
- 1-3 years of experience in service operations or customer-facing roles, ideally within a fast-paced or global organization.
- Proficiency with Google Suite and required familiarity with SAP or similar ERP systems.
- Strong verbal and written communication skills with a focus on conflict resolution.
- Demonstrated ability to manage multiple tasks and projects simultaneously with a commitment to Kärcher’s values.
Responsibilities
- Develop and execute onboarding plans to guide new customers while minimizing departmental handoffs.
- Lead priority communication for new equipment deliveries and coordinate installation/training setup to build long-term engagement.
- Proactively reach out to inactive accounts and follow up on repair estimates to identify growth opportunities and improve conversion rates.
- Assist customers with service portal registration and provide ongoing guidance to maximize their use of digital tools.
- Manage service inbox inquiries and analyze customer satisfaction data to provide actionable strategic recommendations to regional teams.
Benefits
- Medical, Dental, and Vision plan
- Paid Holidays (11 per year)
- Flexible PTO for exempt employees
- HSA, FSA, and 401K matching plans
- Paid sick time, as well as short and long-term disability insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
