Service Advisor / Customer Care Representative at HMD Nigeria

Job Summary

• The Service Advisor / Customer Care Representative serves as the primary point of contact between the company and its customers for all service-related matters.
• The role ensures efficient handling of service requests, job coordination, customer communication, and system documentation using HubSpot CRM and SAP.
• The ideal candidate will ensure excellent customer satisfaction, proper job tracking, accurate system updates, and seamless coordination between customers, technicians, and internal departments.

Key Responsibilities
Customer Relationship Management:

• Serve as the first point of contact for all service inquiries (walk-in, phone, email).
• Log and manage customer interactions using HubSpot CRM.
• Maintain up-to-date customer records, machine history, and communication logs.
• Follow up on open jobs, pending quotations, and service feedback.
• Ensure timely resolution of customer complaints and escalations.

Service Coordination & Job Management:

• Open and manage service orders in SAP.
• Create and update service notifications and work orders.
• Coordinate with workshop and field technicians for job scheduling.
• Monitor job progress and ensure deadlines are met.
• Ensure accurate documentation of labor hours, parts used, and service reports.

Quotation & Billing Support:

• Prepare service quotations in SAP.
• Coordinate spare parts availability with the Parts Department.
• Ensure approved quotations are converted into service orders.
• Support finance team with invoicing and payment follow-ups.
• Verify job completion before invoice generation.

CRM & Data Management (HubSpot):

• Track customer lifecycle and service history.
• Monitor customer satisfaction metrics.
• Generate service performance and customer engagement reports.
• Support marketing campaigns related to service contracts and preventive maintenance.

Customer Satisfaction & Retention:

• Conduct post-service follow-up calls.
• Collect customer feedback and ensure service quality improvement.
• Promote preventive maintenance contracts and aftersales support services.
• Build long-term customer relationships in line with company standards.

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)
• Response time to customer inquiries
• Job closure cycle time
• CRM data accuracy
• Quotation conversion rate
• Repeat customer rate

Qualifications & Requirements

• Bachelor’s Degree in Business Administration, Engineering, or related field.
• 2–4 years experience in customer service or service advisory role (heavy machinery/automotive industry preferred).
• Hands-on experience with SAP (Service Module preferred).
• Experience using HubSpot CRM or similar CRM system.
• Strong communication and organizational skills.
• Technical understanding of heavy equipment is an advantage.
• Ability to multitask and work under pressure.

Core Competencies:

• Customer-focused mindset
• Technical coordination skills
• Strong system/data management skills
• Attention to detail
• Problem-solving ability
• Professional communication skills.

Working Conditions:

• Office-based with frequent interaction with workshop and field teams.
• May require occasional site visits.
• Fast-paced service environment.