Customer Service Administrator

KONE moves two billion people every day.  As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in more than 60 countries worldwide joined together by a shared purpose, to shape the future of cities. In 2024, we had annual net sales of EUR 11.1 billion.

KONE has consistently been featured on Forbes list of World's Best Innovative Companies, World's Best Employers & World's Largest Public Companies.  At KONE, we believe in teamwork and a work culture where everyone can be who they are. This is exactly what makes us strong and successful.

Why this role?

Customer Service Admin is the voice of KONE, focusing on one or more specific admin domains. He/She provides administrative support for salespeople and supervisors, enabling them to maximize the time spent on customer-facing activities in the field.

What will you be doing?

SER Sales support activities

• Sends customer letters related to contract changes such as price escalations and supports mass updates in service contracts
• Service contract termination: Processes service contract cancellation requests, informs Billing Administrator when invoice cancellation or credit note creation is required
• Supports preparation of new service contracts from NBS or competition and for renegotiations
• Supports sales activities (documentation, quality checks, internal handover packs etc.)
• Carries out data checks and quality audits for new contracts from KONE Business Services
• Takes ownership for customer queries forwarded from first level and follows up with salesperson and
• other departments to get a response

Service Operations support activities

• General admin support, e.g. Manages safety and site access documents of site personnel as requested by site managers and ensures that data is collected and delivered to KBS for input
• Enters technicians shifts into systems
• Coordinates changes/updates of maintenance plans
• Manages work center data changes
• Supports specific service supervisor tasks
• Takes ownership for customer queries forwarded from first level and follows up with Service Supervisor and other departments to get a response
• Creates planned service repairs when needed
• Supports technician and supervisor in material related requests (purchase requisition creation, check availability and follow up on delivery)
• If needed, can include administrative tasks related to alarm phones

Support in 3rd party inspection administration

• Analysis and follow-up: Receives and analyzes inspection reports, contacts customer for actions, hands over repair tender leads to Repair Tendering Specialist and follows up closing the remarks
• Creates service/work order and requests spare parts
• Takes ownership for customer queries forwarded from first level and follows up with Service Supervisor and other services to get a response

Support in public tenders

• Supports sales in proposal creation (public tenders)
• Assists in contract and sales order creation for public bids (admin handover)
• Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response

Support in customer reporting

• Prepares working instructions for KONE KBS to be able to input relevant information into customer portals
• When needed, verifies and inputs customer data in customer portals (mainly done in KONE KBS)
• Provides reports for Key Accounts
• Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response

Support in customer experience management

• Collects customer feedback and inputs data into relevant tools
• Assists in preparing reports and summaries of customer experience metrics
• Supports communication of customer experience insights to stakeholders
• Provides administrative support for customer centricity and digitalization initiatives
• Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response

Service billing (Service Contracts, Callout & Service Repairs, Packaged Service Repairs - PSR)

• Bills service contracts in line with agreed billing plans
• Maintains billing blocks and follows up on required actions
• Reviews and removes billing blocks to enable timely invoicing
• Manages cancellations, credit notes and rebilling activities according to billing rules
• Reviews and updates debit memos, ensuring they are either rejected or released based on billing rules
• Reviews and updates PSR sales orders to remove billing blocks according to billing rules
• Retrieves & ensures all contractually required attachments are added to support billing accuracy

Are you the one?

• Previous working experience in relevant field is beneficiary
• Advanced office tools literacy
• Contractual and financial understanding
• Capability to have basic technical understanding is an asset
• User knowledge of SAP and/or SFDC is an asset
• Previous working experience in relevant field is beneficiary

What’s On Offer

• Career progression in opportunities within a global organization
• Total reward elements that engage and motivate our employees and help us make KONE a great place to work
• Comprehensive learning and development programs covering a wide range of professional skills
• You are surrounded by fun colleagues and a lively working environment. The best part is all leaders are great and open-minded

To Be Considered

Click the Apply button and complete the online application process. A member of our Talent and Culture team will review your application and will be in contact with additional information accordingly.

In the meantime, feel free to browse our website for additional information on our company, brands and culture – KONE Corporation.

 

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At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers