Service Advisor / Customer Care Representative at HMD Nigeria

Heavy Machinery Dealership (HMD) Limited - Incorporated in August 2003, HMD has built a strong reputation as a specialized distributor and service provider of premium heavy machinery and parts used in the mining, quarrying, construction, roadworks, recycling, transportation, and agricultural industries. HMD is focused on playing an integral part in the building of Africa’s infrastructure, where we have clearly positioned ourselves as the ultimate machinery solutions partner.

We are recruiting to fill the position below:

Job Title: Service Advisor / Customer Care Representative

Location: Epe, Lagos
Employment Type: Full-time

Job Summary

• The Service Advisor / Customer Care Representative serves as the primary point of contact between the company and its customers for all service-related matters.
• The role ensures efficient handling of service requests, job coordination, customer communication, and system documentation using HubSpot CRM and SAP.
• The ideal candidate will ensure excellent customer satisfaction, proper job tracking, accurate system updates, and seamless coordination between customers, technicians, and internal departments.

Key Responsibilities
Customer Relationship Management:

• Serve as the first point of contact for all service inquiries (walk-in, phone, email).
• Log and manage customer interactions using HubSpot CRM.
• Maintain up-to-date customer records, machine history, and communication logs.
• Follow up on open jobs, pending quotations, and service feedback.
• Ensure timely resolution of customer complaints and escalations.

Service Coordination & Job Management:

• Open and manage service orders in SAP.
• Create and update service notifications and work orders.
• Coordinate with workshop and field technicians for job scheduling.
• Monitor job progress and ensure deadlines are met.
• Ensure accurate documentation of labor hours, parts used, and service reports.

Quotation & Billing Support:

• Prepare service quotations in SAP.
• Coordinate spare parts availability with the Parts Department.
• Ensure approved quotations are converted into service orders.
• Support finance team with invoicing and payment follow-ups.
• Verify job completion before invoice generation.

CRM & Data Management (HubSpot):

• Track customer lifecycle and service history.
• Monitor customer satisfaction metrics.
• Generate service performance and customer engagement reports.
• Support marketing campaigns related to service contracts and preventive maintenance.

Customer Satisfaction & Retention:

• Conduct post-service follow-up calls.
• Collect customer feedback and ensure service quality improvement.
• Promote preventive maintenance contracts and aftersales support services.
• Build long-term customer relationships in line with company standards.

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)
• Response time to customer inquiries
• Job closure cycle time
• CRM data accuracy
• Quotation conversion rate
• Repeat customer rate

Qualifications & Requirements

• Bachelor’s Degree in Business Administration, Engineering, or related field.
• 2–4 years experience in customer service or service advisory role (heavy machinery/automotive industry preferred).
• Hands-on experience with SAP (Service Module preferred).
• Experience using HubSpot CRM or similar CRM system.
• Strong communication and organizational skills.
• Technical understanding of heavy equipment is an advantage.
• Ability to multitask and work under pressure.

Core Competencies:

• Customer-focused mindset
• Technical coordination skills
• Strong system/data management skills
• Attention to detail
• Problem-solving ability
• Professional communication skills.

Working Conditions:

• Office-based with frequent interaction with workshop and field teams.
• May require occasional site visits.
• Fast-paced service environment.

Salary
N200,000 - N250,000 / month.

Application Closing Date
31st March, 2026.

How to Apply
Interested and qualified candidates should:
Click here to apply online