Service Order Management Sr. Specialist

Job Purpose:We are seeking detail-oriented and proactive Customer Service Support to handle parts claims and service enquiries from external customers and distributors. The ideal candidate will have strong communication skills and a thorough understanding of our products and services. This role involves managing claims, resolving service issues remotely and on-site if necessary, and ensuring customer satisfaction. This role will interface with the technical/product support specialists for escalation during claim validation and technical analysis, as required, and making sure that all key information requirements are met prior to any inter-functional hand-offs with order process and shipment/delivery teams. It develops and maintains close relationships within all stakeholders globally to ensure best possible response to the customers.DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:Perform efficient and effective validation to parts claims from external customers and distributors via the WCR process.Process parts claims, ensuring accuracy and compliance with company policies.Collaborate with internal departments to resolve complex claims and service inquiries and utilize official comm tools such as Zinc and email.Document and track customer interactions, claims, and resolutions via the WCR dashboard and other in-house resources such as power apps, forms, automate, sharepoint and powerbi.Maintain a positive, empathetic, and professional attitude toward customers and distributors at all times.Research technical issues autonomously as required and be able to analyze trends of faults and/or issues.Generate detailed defect reports via the COPQ portal for further investigation if related to quality-issue