Service Support, Back Office

Description

The Service Support plays a key role in supporting the Sales & Service organization by ensuring efficient coordination of service-related activities, accurate sales administration, and seamless communication between customers and internal stakeholders. This role contributes to high customer satisfaction, operational excellence, and effective service delivery.

About GEA

• GEA is one of the largest suppliers for the food and beverage processing industry and a wide range of other process industries. Approximately 18,000 employees in more than 60 countries contribute significantly to GEA’s success – come and join them! We offer interesting and challenging tasks, a positive working environment in international teams and opportunities for personal development and growth in a global company.

• Why join GEA

• GEA is an equal opportunity employer. Applicants will therefore receive consideration for employment without regard to age, sex, race, color, religion, world view, national origin, genetics, disability, gender identity, marital status, sexual orientation, veteran status or any other protected characteristic required by applicable law. Applicants with disabilities are welcome and will be given special consideration if they are equally qualified.

Your profile and qualifications

• Bachelor’s degree in Business Administration, Engineering, Supply Chain, or a related field.

• Minimum 2–4 years of experience in sales support, service support, or customer service roles, preferably in an industrial, engineering, or multinational company environment.

• Experience working with ERP and CRM systems such as SAP or AXAPTA is highly preferred.

• Strong administrative, coordination, and organizational skills.

• High attention to detail with the ability to manage multiple tasks simultaneously.

• Customer-oriented mindset with good problem-solving abilities.

• Strong communication skills in English and Vietnamese, both written and verbal.

• Proficient in Microsoft Office applications (Excel, Word, PowerPoint).

• Ability to work effectively in a cross-functional and multicultural environment.

• Proactive, reliable, and well-organized.

• Able to work independently as well as part of a team.

• Comfortable working in a fast-paced, matrix organization.

Your responsibilities and tasks

• Prepare, process, and manage sales quotations, proposals, service agreements, and related documentation.

• Ensure all sales and service documentation is complete, accurate, and properly filed in accordance with company policies.

• Maintain and regularly update customer records, pricing, and sales/service data in CRM and ERP systems (e.g., SAP, AXAPTA).

• Track and follow up on service orders, spare parts orders, delivery schedules, and invoicing status.

• Coordinate closely with logistics, finance, service engineers, and other internal teams to ensure timely and accurate order fulfillment.

• Act as a liaison between customers and internal departments to resolve issues and provide updates on service progress.

• Respond promptly and professionally to customer inquiries related to service orders, deliveries, and documentation.

• Provide timely updates on order status and service timelines to customers.

• Support customer satisfaction by ensuring clear communication and follow-through on commitments.

• Generate regular sales and service reports, including order tracking, backlog, and performance summaries.

• Assist in sales and service forecasting, budgeting, and data analysis as required by management.

• Provide administrative support to the Sales & Service team, including travel arrangements, meeting coordination, and calendar management.

• Assist in organizing customer visits, service meetings, product demonstrations, exhibitions, and industry events.

• Support ad-hoc projects and initiatives related to service operations and commercial activities.

• Perform other tasks and responsibilities as assigned by the Line Manager.