Customer Operations Specialist (M/F/X)

The Customer Operations Specialist reports to the Director Technical Services of the IDS division.

He/she is part of the Technical Services team and plays a key role in managing customer account operations and administrative tasks that support our software offerings. The primary responsibility is to monitor customer accounts in negative credit, coordinate recovery actions, and ensure smooth communication with customers. This role also supports broader operational and administrative activities that improve customer experience and internal efficiency.

• Monitor and manage customer accounts with negative credit balances; generate reports/lists and proactively contact sales colleagues, distributors or customers to recover outstanding balances.
• Act as the point of contact for case-by-case customer interactions related to billing or operational matters.
• Support communication campaigns for groups of customers impacted by service or product changes.
• Generate and deliver software licenses for specific solutions provided by the company.
• Assist in managing the operational and administrative aspects of the company’s new SaaS offering, ensuring smooth setup, onboarding, and ongoing processes.
• Collaborate closely with the Technical Services team to align on customer needs, issues, and escalations.

• Proven experience in operations, administration, or customer account management.
• Strong communication skills, with the ability to handle sensitive customer situations professionally.
• Excellent organizational and time-management skills; ability to manage multiple priorities simultaneously.
• Proficiency with Microsoft Office 365; quick learner of other administrative tools such as billing or CRM systems.
• High attention to detail with a proactive, problem-solving mindset.
• Strong team player with the ability to work collaboratively in a technical environment while managing tasks independently.
• Empathy and customer focus, with a drive to deliver exceptional support and maintain high satisfaction.
• Excellent English skills (written and spoken), especially in technical communication.
  
  

The immediate, mid-term challenges of this position:

• Develop a solid understanding of our technical solutions, products, and their added value for customers.
• Build internal connections to know who to contact and how to obtain the right information/resources.

Key Requirements:

• Excellent written communication skills, with the ability to adapt tone and style to different internal and external stakeholders (including clients).
• Strong sense of ownership and takes initiative and responsibility for the processes under their scope.
• Proactive and solution-oriented mindset, capable of identifying improvements and driving implementation.
• Creativity and autonomy in finding efficient ways to optimize workflows and enhance collaboration.

• An important position in a company that has been growing the last years.
• A fixed-term contract of one year with the opportunity to gain valuable experience in an international environment.
• An attractive salary and fringe benefits (like share saving program and support for gym membership, private medical insurance,...)
• Opportunities for continuous professional training and development relating to your skills and experience.

The HMS Networks Group, which employs more than 1100 people in 20 countries, is an internationally leading provider in the field of Industrial Information & Communication Technology (Industrial ICT). 

You will be joining HMS Networks’ Industrial Data Solutions division (IDS), which brings together connected solutions from leading brands such as Ewon®, Red Lion® and N-Tron®.

Driven by a strong customer-centric approach and dynamic growth, HMS has unparalleled expertise in Industrial Data and IIoT—from secure remote connectivity to real-time data visualization and advanced diagnostics.

With a comprehensive industrial vision, HMS delivers solutions that connect machines and devices to the cloud, enable local operational control, and provide clear, actionable data insights. Security and reliability are at the core of every offering, with robust technologies built to meet the demands of harsh industrial environments.

HMS is also a driver of innovation and expansion, following the recent integration of Red Lion® and PEAK-System®, and the launch of Ewon Cloud and Ewon Edge in early 2025.

We also like to say that we put Heart, Mind and Soul into our work. That's how we create our shared culture and it's a pretty good acronym for that too.

At HMS, we believe that equal treatment and equal opportunity shall apply to everyone, regardless of ethnicity, nationality, gender, gender identity or expression, sexual orientation, religion or other belief, political opinion, social origin, disability, age or any other status protected by applicable laws.

We believe the best ideas come from diverse perspectives working together in a respectful, balanced environment.

Our culture is built on trust, empathy, and collaboration, where everyone feels safe to grow, share ideas and find meaning in their work.
Whether you're seeking innovation, development, or a healthy work-life balance, you’ll find a place where you can truly thrive.

We value listening, mentoring, and supportive leadership, and our working conditions are designed to reflect the realities of life, because success looks different for everyone.

This commitment applies throughout the employee journey, across all HMS locations.

Welcome to HMS!