Customer Service Analyst - Spares

Customer Support Engineer For Spares

The Customer Support Engineer For Spares plays a critical role in supporting the tendering team by providing technical expertise and customer-focused solutions for spare parts and service offerings. This position is responsible for analyzing customer requirements, preparing accurate spare parts proposals, and ensuring timely and efficient support to internal teams and external clients.

Essential Responsibilities:

• Prepare quotations interpret / clarify customer needs select correct parts
• Obtain blue sheets and RPD's when not available
• Handle and communicate customer's queries
• Work with ASM to follow up with customers on parts quotes
• Enter and maintain parts orders
• Communicate with CSC / export on expediting orders
• Interpret customer requirements and coordinate special requests
• Communicate order status to customers
• Follow orders through to shipped stage and advise customers
• Coordinate with customers the return of wrong or incorrectly ordered parts through RMO (return material order) process
• Resolve discrepancies
• Assist in collection issues on invoices
• Maintain / communicate active offers to sales managers and reps
• Maintain / communicate sales results to sales managers and reps
• Prepare monthly reports
• Maintain filing system
• Maintain and update serial number records
• Proactively suggest process improvements

Position Requirements:

• Education: Bachelor's degree in business administration, Science, or Commerce. An MBA is preferred.
• Experience: 3 to 7 years of professional experience, with a strong emphasis on customer service.
• Language Skills: Fluency in English with excellent verbal and written communication abilities.
• Technical Skills: Proficient in computer applications and digital tools.
• Organizational Skills: Highly organized with effective time management capabilities.
• Teamwork: Collaborative mindset and proven ability to work well within a team.