Customer Service Officer - Spare Parts

The Customer Service Officer – Spare Parts plays a critical role in delivering exceptional customer support and ensuring a positive customer experience throughout the spare parts order fulfilment process. This role is responsible for managing customer enquiries, preparing quotations, processing orders, coordinating procurement and logistics activities, handling customer issues, and supporting both local and intercompany transactions.The position acts as a key link between customers, suppliers and internal stakeholders, ensuring accurate order processing, seamless communication and high-quality service delivery.Success in this role looks like: Providing responsive, accurate and customer-focused support across phone, email, customer portals and face-to-face interactions where required.Managing customer and supplier quotations, orders and procurement activities accurately and within agreed service levels.Coordinating end-to-end spare parts fulfilment, including logistics, import/export activities and stakeholder communication.Preparing customer invoices and processing supplier invoices to support timely Accounts Receivable and financial processing requirements.Maintaining accurate order, transaction and customer records within ERP systems (SAP) and Microsoft 365.Managing customer concerns through timely resolution or appropriate escalation.Building effective relationships with customers, suppliers and internal stakeholders to achieve service and delivery outcomes.Contributing to continuous improvement initiatives and leveraging approved digital and AI tools to enhance efficiency and service quality. Key responsibilities include:Managing customer enquiries relating to spare parts, orders, pricing, availability and delivery requirements.Preparing and processing customer and supplier quotations, sales orders and procurement requests.Coordinating the end-to-end spare parts fulfilment process, including supplier liaison, logistics coordination and customer communication.Preparing customer invoices and processing supplier invoices to support accurate and timely financial processing.Coordinating import and export activities, including freight bookings, shipment tracking and documentation.Maintaining accurate order, transaction and customer records within SAP and Microsoft 365 systems.Monitoring order progress and proactively communicating updates, delays and resolutions to customers.Managing customer issues and complaints through timely resolution or appropriate escalation.Building effective relationships with customers, suppliers and internal stakeholders to support successful service and delivery outcomes.Contributing to continuous improvement initiatives and supporting the effective use of digital tools and approved AI technologies.Providing general administrative and operational support to the Customer Support team as required.