Customer Service Specialist

Job Description

Job Description

About Us:

Miraclon is the home of KODAK FLEXCEL Solutions, which have helped transform flexographic printing for more than a decade. The technology, including the industry-leading FLEXCEL NX and FLEXCEL NX Ultra Systems, and FLEXCEL NX Print Suite that enables PureFlexo™ Printing, maximizes on-press efficiency, delivers higher quality and overall best-in-class results. With a focus on pioneering image science, innovation, and collaboration with industry partners and customers, Miraclon is committed to the future of flexo and continues to be positioned to lead the charge. Find out more at and follow us on LinkedIn and YouTube.

Position Summary

Reporting to the Associate Business Manager, the Customer Service Specialist is part of Miraclon's International Commercial Organization and plays a key role in delivering an outstanding customer experience throughout the entire after-sales journey across the EAMER region.

Acting as the primary point of contact for customers, this role ensures seamless coordination of order cycle activities, service operations, spare parts management and logistics. The Customer Service Specialist serves as the central link between customers and internal functions including Sales, Service, Technical Support, Supply Chain, Logistics and Finance to ensure timely issue resolution and operational excellence.

Combining operational coordination with a customer-centric mindset, the Customer Service Specialist owns the customer experience after order placement, ensuring proactive communication, reliable execution and a consistent service experience while contributing to customer satisfaction, business growth and long-term customer loyalty.

Role Description

Customer Care & Customer Experience

• Serve as the primary point of contact for customers throughout theorder to cash process.
• Build trusted customer relationships through proactive communication.
• Manage customer inquiries related to orders, deliveries, service requests, spare parts,invoicingand claims.
• Ensuretimelyfollow-up and ownership of customer requeststhrough toresolution.
• Keep customers informed of order status, service progress, shipmenttrackingand issue resolution.
• Coordinate customer communications during delays,disruptionsor escalations.
• Participate in customer meetings and business reviews asrequired.
• Contribute to initiatives that improve customer satisfaction andthe overallcustomer experience.

Order Management

• Manage customer orders from order entry through delivery and invoicing.
• Validate pricing, stock availability, deliverycommitmentsand customer master data.
• Coordinate credit approvals and order releases with Finance.
• Process invoices, credit notes, debitnotesand returns.
• Manage customer claims and support dispute resolution.

Service Coordination

• Coordinate service requests from initiation through completion.
• Schedule and support Field Service Engineer interventions.
• Prepare service quotations, serviceordersand purchase orders.
• Verify warranty and service contract entitlements.
• Ensure all required documentation,resourcesand spare parts are available before service execution.
• Monitor service execution against agreed service levels.

Spare Parts & Logistics Coordination

• Coordinate spare parts planning, ordering and availability.
• Organize domestic and international shipments.
• Coordinatelogisticsproviders,warehousesand freight forwarders.
• Manage warranty parts, returns and reverselogisticsactivities.
• Support inventory optimization and replenishment activities.

Operational Excellence

• Maintainaccuratecustomer, service and order information within Salesforce and ERP systems.
• Monitor operational KPIs including response time, order fulfillment, on-timedeliveryand customer satisfaction.
• Identifyopportunities to improve processes and customer experience.
• Support cross-functional projects and continuous improvement initiatives.
• Ensure compliance with company policies and quality standards.

Profile Description

Experience

• 2–5 years of experience in Customer Service, Customer Care, Service Coordination, Order Management or Supply Chain within an international environment.
• Experience working in an industrial,manufacturingor technical service environment.
• Experience using ERP and CRM systems such as Salesforce, SAP, Infor M3 or equivalent.

Technical Skills

• Good understanding of Order-to-Cash processes.
• Proficiencyin Microsoft Office, particularly Excel.
• Experience working with CRM and ERP systems.

Core Competencies

• Customer-first mindset.
• Excellent communication and relationship-building skills.
• Strong organizational and planning abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical skills.
• High levelof ownership and accountability.
• Collaborative approach with cross-functional teams.
• Continuous improvement mindset.
• Attention to detail and sense of urgency.

Languages

• Fluent English isrequired.
• Spanish and/or Arabic would be highly desirable.
• Additional European languages (French, Italian, Polish or others) are considered an advantage.
• Ability to effectively support customers across multiple countries and cultures within the EAMER region.