About the job
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
As the central point of contact for Lenovo and key partners in the Benelux region, you ensure smooth handling of all service cases, repairs, escalations, and order-related questions. You coordinate between retailers, depots, logistics hubs, and the Call Center (CEC) to support Lenovos service performance. Your work directly influences how Lenovo and its end customers experience service quality, ensuring accurate order handling, fast escalation resolution, and seamless communication.
Key Responsibilities
- Safeguard correct process execution, explain procedures clearly, and manage escalations, lost devices, urgencies, and exceptions.
- Align with Service Delivery Managers (SDMs) for complex service situations.
- Coordinate with repair depots on work orders, error descriptions, hold statuses, passwords, and handle billable repairs, cost estimates, and negotiations.
- Manage repeated repairs, goodwill cases, and monitor SLA compliance for Medion cases.
- Provide shipment status updates for Lenovo service orders, handle blind shipments, and manage special one-leg/two-leg flows.
- Coordinate non-standard service orders, such as monitors or CRU at depot.
- Process DOA requests submitted by Lenovo and review/resolve CEC support tickets involving Lenovo customers.
- Support partners with clear instructions and troubleshooting.
- Manage Lenovo service orders in Microsoft Dynamics, including status updates and BTOS decisions.
- Validate refunds and credit notes with the crediting team, and update Proof of Purchase (POP) for warranty adjustments.
- Coordinate and track CRU spare parts shipments, manage monitor repairs through Reconext and ETRAC (orders, parts, credits, customer contact).
- Train partners on proper monitor and special case handling.
- Demonstrate strong communication and stakeholder management skills.
Requirements
- Bring experience in service operations, order handling, or logistics, and remain calm, structured, and solution-oriented under pressure.
- Show system affinity (MSD, RTS, Reconext, ETRAC knowledge is a plus) the ability to manage complex service cases independently.
- Fluency in Dutch and English (French is a strong advantage)
What We Offer You
- Hybrid working model (homeoffice/office)
- 3 sick days per year
- Additional vacation days
- 100% sick leave compensation up to 2 months per year
- An international team with a high focus on Gender Diversity.
- Employee Assistance Program, e.g., for psychological, legal financial consultancy
- Access to training for personal development - Internal E-learning Development Platform Available for Employees
- Mentorship program
- You are joining a company that prioritizes sustainable solutions like CO2 Offset, Asset Recovery Services, and the Lenovo Certified Refurbished portfolio
