Customer Support Specialist

Accelleron is accelerating sustainability in the marine and energy industries as a global technology leader in turbocharging, fuel injection, and digital solutions for heavy-duty applications. Building on a heritage of over 100 years as a trusted industry partner, the company serves customers in more than 100 locations in over 50 countries. Accelleron’s 3,000 employees are continuously innovating to deliver best-in-class products, services, and solutions that are mission-critical for the energy transition. You will join a team of experts in an exciting international environment, committed to excellence and innovation. Together, we support our customers in driving the transition toward sustainable industries with cutting-edge technology, deep expertise, and smart solutions. At Accelleron, we foster diversity and inclusion, welcoming and celebrating individual differences as a source of strength.

Job Summary 
Provide internal and external customer support (e.g., basic technical, order assistance, payment-related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction.

Your responsibilities
1. Customer Assistance: Ensures the resolution of customer issues (e.g., order, technical, payment) by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. Coordinates resolution with After-Sales Service and/or Spare Parts teams.
2. Customer Requests: Coordinates provide an appropriate solution for customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, invoices) is in place.
3. Customer Relations: Proactively informs customers about issue status based on inputs and clarifies any questions. Ensures a positive customer experience throughout the entire process.
4. Data Analysis: Prepares and analyzes regular statistics (e.g., forecast) using available tools and collecting relevant information.
5. Targets: Tracks regular target performance and provides results for management. Provide feedback regarding market intelligence to the relevant functions (sales, business development etc.)

Your background
•    Relevant degree holder, knowledge in marine/mechanical engineering is a plus. 
•    2-5 years of experience in customer service, order management, inside sales, sales support, supply chain support.
•    Relevant experience in a coordination or supervisory role with direct interface with customers, ideally in service or maintenance. 
•    Experience working with ERP systems (S4 Hana preferred).
•    Ability to plan, prioritize, and coordinate service schedules and ensure timely completion of maintenance and repairs.
•    Strong communication skills for coordinating between customers, service teams, and vendors.
•    Customer-focused approach, with the ability to resolve conflicts, clarify requirements, and ensure client satisfaction.
•    Flexibility and willingness to solve issues outside regular hours due to the nature of service work scheduling. 
•    Proven leadership skills, with a collaborative, solution-focused approach.
•    Proficiency in English is often required; other languages can be a plus depending on the geographic region.

Your benefits
·         Attractive compensation & benefits.
·         Employee Assistance Program.
·         Global parental leave program.
 

We look forward to receiving your application. If you want to discover more about Accelleron, take another look at our website accelleron.com.

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Job Family Group:

Marketing, Sales, Product Management