Service Delivery Coordinator

The Kardex Group is one of the world's leading manufacturers of dynamic storage, retrieval and distribution systems. Our more than 3,000 employees worldwide develop and manufacture logistics solutions that are used in many different sectors such as industrial manufacturing, retail and administration.

Service Delivery Coordinator (AutoStore) – Lisbon

You live in Greater Lisbon and like to join Kardex AutoStore. You will be one of the first employees in our brand new office around Parque das Nações / Oriente. Until we open the office, you will perform the work remotely from your home.

In this role as a Service Delivery Coordinator your are responsible for the end-to-end ownership and coordination of customer support tickets in the Life Cycle Service environment with a strong focus on software-related topics.

The role ensures fast resolution, transparent communication and efficient collaboration between internal support teams and external suppliers.

Your tasks

• Ensure fast and reliable resolution of customer support tickets through active coordination and escalation management
• Act as the operational owner of all tickets from creation to closure across all support levels (L1–L3)
• Drive customer satisfaction through transparent and proactive communication
• Ensure adherence to response and resolution targets and minimize ticket backlog
• Actively push internal teams and external suppliers to meet defined timelines and priorities
• Ensure effective collaboration across countries and stakeholders in a complex international setup
• Contribute to the stabilization and continuous improvement of service delivery processes
• Acts as the central operational interface between customer, internal support functions and third-level providers, driving ticket progress, managing escalations and ensuring customer satisfaction through proactive communication and structured follow-up.
• Works in a cross-border environment, coordinating customers, internal teams and external suppliers across different countries, ensuring alignment despite geographical and organizational complexity.

Your profile

• IT degree or equivalent qualification

• Ideally experience in service administration, or similar functions

• Good knowledge of MS Office and CRM/ERP systems

• Experience with a ticket system such as ServiceNow is a strong advantage

• High digital affinity and confidence working across multiple systems and tools

• Fluency in English is required; Dutch or additional European languages are considered an advantage.

• Structured, detail-oriented, and autonomous working style

• High level of self-motivation and strong sense of responsibility

• Excellent communication skills and strong team orientation

• Ability to manage multiple tasks simultaneously and effectively prioritize workload

• High level of resilience with the ability to perform efficiently under pressure

• Analytical thinking and a structured, independent way of working

We offer: 

• Long-term prospects: A secure job in a fast-growing, international company with exciting development opportunities and interesting and varied tasks in a future-oriented environment  

• Valuable support: Great team spirit, elaborate onboarding and a wide range of training opportunities in our own academy at the Bellheim site as well as an Employee Assistance Program (Lyra)

• Tangible added value: Flexible working hours, annual vacation on behalf of the respective country regulations

• Visible benefits: Attractive salary, company pension plan and capital-forming benefits - depending on location 

• Attractive extras: Corporate benefits, company and team events,

Ready to join? Apply now and start your journey with us!

Please send us your application with a possible start date via our career page. If you have any questions, please contact Bonnie Mo, Talent Acquisition Specialist AutoStore by phone +34 675 885 067.