Date: Sep 1, 2026
Location:
Pune, MH, IN, 411045
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Company: WillScot
Req ID: 56790
Equipe is part of the global WillScot family of companies, where our team of nearly 5000+ people makes our company a Great Place to Work® and provides a competitive advantage in supporting our customers.
As North America’s leading provider of complete temporary space solutions, we have 260+ locations helping customers in the United States, Canada, and Mexico, get the innovative flexible workspace and portable storage solutions that are right for their timeline and their project, Right From the Start. Learn More.
Our differentiation begins with our values, lived through our employees and aligned to the needs of our customers and communities. Learn more about our global enterprise, our values, and who we are, here.
ABOUT THE JOB:
Customer Success Specialist (CSS) acts as a liaison between the company and its customers including communication throughout the workorder and billing process, providing information as requested by the customer and resolving any emerging issues with accuracy and efficiency. The CSS will also manage customer service requests, complete invoice reviews, enter off-rent requests and work with specialist groups as necessary to resolve customer issues. The Customer Success Specialist will maintain excellent service standards, respond efficiently to customer inquiries, strive for high customer satisfaction, and excel in WillScot Core Values of: driven to excellence, inclusion, and diversity, devoted to our customers, health and safety, trustworthy and reliable, and community focused. This position is part of the customer success team, which is responsible for inbound and outbound transactional customer contact.
WHAT YOU'LL BE DOING:
Customer Support:
Serve as the primary point of contact for customer transactions from initiation of order through time of return
Process transactional orders to ensure accuracy, which includes:
Obtaining and processing signed lease agreements/contracts and/or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program.
Collecting accurate insurance certificate or ensure customers are enrolled in WS program prior to delivery.
Obtaining and processing tax exempt certificates as applicable.
Updating pending orders as required through Big Machines and upsell value added products and services when possible.
Collecting relevant customer information such as invoicing email addresses and ability to pay via ACH to adhere to WS preferred method of invoice and payments; update transmittal rules and file required documentation in electronic folders.
Requesting manual invoices and processing credit card payments or checks to meet credit requirements
Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions.
Confirming delivery and returns, along with initiating billing of order; provide post-delivery/return follow up
Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems.
Proactively contacting to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit.
Provide quality customer service to include:
Managing service requests in Customer Relationship Management (CRM) including triaging to resolve issues over the phone, creating service tasks, communicating with customer when service has been scheduled, and post completion to ensure the issue was resolved satisfactorily and billed if required.
Providing general customer success support, including but not limited to: receive and resolve incoming calls for the CSS team, proactively call customers nearing lease end to discuss lease renewal options, coordinate onsite takeovers and relocations, process change requests, follow-up on credit denials, answer invoice questions, process payments, obtain and process expired POââ¬â¢s, and escalate to specialists as needed.
Career progression and Cross Training Opportunities:
Level 2 ââ¬â 3 months experience in Level 1 with certification of order management or billing coordination
Level 3 ââ¬â 6 months experience in a Level 2 with dual certification of order management and billing coordination
Customer Focus:
Strive for first call resolution to customer questions/requests.
Use Net Promoter System (NPS) feedback to provide timely correspondence and address internal issues.
Form and maintain good relationships with external and internal customers at all levels of the organization.
EDUCATION AND QUALIFICATIONS:
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Skills and Abilities:
Proven customer support or customer service experience with the ability to work independently in a fast-paced environment and collaborate with team to support customer success.
Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation, and presentation skills with the ability to multi-task, prioritize, and manage time effectively.
Strong self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers.
Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com experience is a plus.
Customer orientation and ability to adapt/respond to different types of personalities. Passionate about understanding customers’ needs and working with customers in a consultative manner to meet and exceed their needs and expectations.
Preferred Education and Experience:
College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered.
Experience in customer service, logistics, hospitality, retail, or rental industry preferred.
Preferred Skills and Abilities:
The ability to perform work in a professional office environment and be able to use standard office equipment such as computers, phones, photocopiers, and fax machines, is required.
Manage large volume of inbound/outbound calls; generate sales leads and upsell opportunities
Build sustainable relationships and trust with customers through open, proactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines, and policies
Exhibits a high attention to detail
Physical Requirements:
In order to successfully perform the essential functions of this job, the employee is regularly required to sit, and to move about the work environment to receive training/coaching as well as to interact with peers as necessary. The employee must be able to verbally communicate with employees, co-workers and customers in person and by phone. Travel for trainining may be required.
WillScot is an AA/EEO/W/M/Vet/Disabled employer
Disclaimer:
Note: This job description may not include all duties and responsibilities for the above-named position. Management may modify tasks and responsibilities at their discretion at any time.
Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, skills, or physical abilities required. Team members may be required to perform duties outside normal responsibilities from time to time as needed.
As a global employer, we are committed to equal opportunity and fair employment practices. Hiring and employment decisions are based on job‑related skills, qualifications, experience, performance, and merit, consistent with business needs and applicable laws.
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