Operation & Customer Service Specialist

About the role

The Operation & Customer Service Specialist will be the primary point of contact for escalated warranty cases, ensuring that service delivery meets company policies and customer expectations. You will coordinate between customers, installers, distributors, logistics partners, and internal technical and commercial teams to resolve issues efficiently.

Key responsibilities

• Oversee RMA processing, replacement orders, field service requests, and logistics coordination.
• Review and refine warranty workflows to improve efficiency, turnaround time, and accuracy.
• Develop training materials and warranty process guidance for the broader team.
• Contribute to service performance reporting and root‑cause analysis.
• Manage escalated warranty claims, assess case validity, and decide on outcomes, compensation, and replacement paths.
• Negotiate resolutions with customers, installers, and partners to achieve fair, cost‑effective outcomes.
• Prepare formal case summaries, justification notes, and approvals as required.
• Act as escalation contact for disputes, service complaints, and delays, balancing customer satisfaction with commercial risk.
• Facilitate communication between installers, distributors, and internal engineering teams.

Required profile

• Minimum 1 year experience in administration, service coordination, or customer operations (solar, electrical, HVAC, appliances or similar technical field preferred).
• Strong negotiation and conflict‑resolution abilities.
• Excellent written and verbal communication with a professional presence.
• Proven experience handling escalations and complex customer interactions.
• High attention to detail, strong administrative accuracy, and ability to prioritize multiple tasks under pressure.

Required skills

• CRM proficiency