Customer Service Representative

Customer Service Representative

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

As an integral member of our team, you will play a pivotal role in supporting customers throughout their service journey. You will have the opportunity to be the customer's primary point of contact during the service process. You provide clear updates, coordinate internal progress checks, and ensure expectations are aligned from start to finish, contributing to the overall success and growth of our organization.

Currently, this is a hybrid opportunity located in Greenwood IN, Houston TX, Warrington PA, and Richmond VA.

As a part of the team, you will:

• Coordinate fulfillment timelines with Field Service, Service Centers, and Distribution Centers (AMDC and global DCs) to ensure readiness.
• Serve as the customer communication point throughout order and service fulfillment.
• Coordinate schedule timing, site readiness, and material delivery requirements.
• Communicate expected delivery dates, technician scheduling windows, service center progress, and proactive updates to customers.
• Collaborate with ATS & AMDC to monitor availability of non-standard or replacement parts prior to dispatch or repair.
• Monitor order execution status and proactively notify customers of risks, delays, or required changes.
• Escalate internal blockers through the escalation channels for resolution.
• Update systems of record (OneCRM, One4AL, OneService, ServiceNow, and other systems to reflect milestone progression.
• Confirm order completion, invoicing requirements and invoice ready confirmation for order handler.

We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.

• Minimum of an Associate's degree in Business Administration or related discipline; bachelor's degree preferred.
• 3+ years of experience in customer service, field coordination, or project support.
• Proven ability to manage multiple customer touchpoints and coordinate across internal teams (Field Service, Service Centers, ATS, and Distribution Centers).
• Familiarity with logistics, service scheduling, or supply chain dependencies.
• Skilled in proactive communication and issue escalation within high-volume parts and service fulfillment environments.
• Experience in customer service, service coordination, logistics, or project management related roles.
• Strong communication and follow-through skills.
• Ability to balance multiple priorities with professionalism.

At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area.

What's in it for you?

We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval's future success. Our benefits-eligible associates enjoy healthcare, dental and vision plans, a robust wellness program, generous 401(k), paid holidays, paid time off benefits, and more. At Alfa Laval, we carefully consider a wide range of factors to determine your total compensation package. We rely on market indicators and consider your specific job, background, skills, and experience to get it right. The base salary for this role is typically $28.00 - $33.00 hourly.

Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

EEO/Vet/Disabled Employer