Customer Support Representative | Al-Futtaim Automotive | FAMCO KSA

Overview of the role

We are looking for a proactive and customer-focused Customer Support Representative to join our Aftersales team. In this role, you will be the first point of contact between customers and the branch aftermarket team, ensuring every customer receives timely support for parts and service requirements.

You will play an important role in building strong customer relationships, identifying opportunities for parts and service sales, and supporting the team in delivering a high level of customer satisfaction. This is a great opportunity for someone who enjoys working closely with customers, understands the importance of follow-up, and is motivated by service excellence and business growth.

What you will do

• Act as the first point of contact for customers and manage requests related to parts, service, and aftermarket support.

• Maintain regular customer coverage through field visits, follow-ups, and customer call schedules.

• Build and maintain strong relationships with customers by understanding their requirements, buying trends, and service needs.

• Identify sales opportunities for parts, service contracts, preventive maintenance, and other aftermarket solutions.

• Coordinate with internal teams, including parts, service, workshop, sales, and technical support, to ensure customer requirements are handled efficiently.

• Prepare and present quotations, estimates, and service-related updates in coordination with the branch team.

• Monitor customer parts and service requirements to ensure timely delivery and completion of jobs.

• Maintain accurate customer information, call reports, and sales activity records using CRM or relevant systems.

• Support the achievement of sales, gross profit, market share, and customer satisfaction targets.

• Handle customer concerns professionally and support prompt resolution of any service-related issues.

• Follow company policies, quality standards, and Health, Safety and Environment procedures at all times.

Skills

Required skills to be successful

• College degree or diploma, preferably in Marketing, Business, Automotive, Mechanical, or a related field.

• Experience in customer service, sales support, aftersales, parts, or service operations.

• Experience as a sales representative or customer support representative is an advantage.

• Technical background or exposure to heavy equipment, commercial vehicles, construction equipment, or machinery is preferred.

About the team

You will be part of the Aftersales team, working closely with regional managers, service teams, parts teams, workshop staff, sales colleagues, suppliers, and customers. The team is focused on delivering reliable parts and service support, strengthening customer loyalty, and helping customers keep their equipment running efficiently.

What equips you for the role

• Understanding of parts and service operations, customer coverage, and field-based customer support.

• Good written and verbal communication skills in English.

• Valid driving license is preferred for customer visits and field coverage.

• Strong customer service and relationship management skills.

• Good commercial awareness with the ability to identify parts and service sales opportunities.

• Clear communication and negotiation skills.

• Ability to work closely with customers, workshop teams, parts teams, and internal stakeholders.

• Good problem-solving skills with attention to detail.

• Confidence in managing customer objections, complaints, and service-related discussions.

• Ability to manage follow-ups, reports, and customer information accurately.

• Computer literacy, including email, spreadsheets, word processing, CRM, and other business systems.