Maria Ingrid Frial

• Monitor staff performance, identify training needs to improve performance
and capitalize on staff potential for continuous improvement towards
operational excellence
• Ensures that all repair order has been processed by the team as per the set
KPI within the day processing.
• Monitors Sales Order processed if accurately done and based on the
customer SLA agreement and service lead time. All SOs triggers any PO
to be created.
• Motivate, conduct trainings, coach and support new and existing employees
to ensure that they are developed to their maximum individual and collective
skills to achieve optimum levels of service to our customers.
• Prepare staff manning levels to accommodate seasonal and customer
requirement.
• Assisting the management for process implementation and to ensure all
done as agreed between DHL and the Customer.
• Strictly implement and ensures that all LCSE agents are following the
housekeeping task implied by the customer as part of their expectations and
requirement.
• Preparing Delivery accuracy report, performance & Monthly billing invoice
(both transactional & warehouse invoicing)
• Attends to monthly, weekly OPS conf call, and log all Issue & Action points.
• Expertise on each accounts being handled, can specifically handle all critical
and urgent escalations all themselves. Can weigh points and decide on their
own based on the WI and contractually agreed process w/ the customer.
• Handles any related Warehouse Operation queries from interal/external
customers and target to disseminate to warehouse TL Ops.

Achievements
• On time deliveries and fulfillment of any Sales Order
• Project will expand and add more services to MEA region. In a span of 3 yrs we’re able to accomplish to increase the transaction and the project scope.

• Managing 10 CS in a control tower for processing Sales order for repair RMA request
• Process request per Serial number, product item code, RMA# as per the advised of each DHL spare part Logistics Center (managing the spare part management warehousing)
• Preparing weekly and monthly management reports
• Monitors the team performance in placing 100% on-time sales order creation as per the customer request
• Responsible for providing accurate / updated working instruction for the agents
• Key-user for the SAP R/3 system for the team, and provides updates to the team
• Prepares DHL warehouse and operation monthly invoices for customer billing
• Responsible for overseeing the work of the FRC LCSE team, setting LCSE tasking and directing work flows & workloads in addition to managing their own KPIs and responsibilities as part of the LCSE role
• Deputising in the absence of the Logistics Manager
• Central Point of Contact for Nokia Siemens Networks Customer Service enquiries / request
• Oversight of &, where required, compilation of reporting and KPI management, e.g. COO On-Hold reporting, Daily Summary Reporting, Cycle Counting etc
• Ensuring appropriate LCSE team interaction & engagement with external Customer base, e.g. Nokia Siemens Networks operationHP, HP Channel Partners, Dubai Customs, 3rd Party suppliers & service providers etc
• Train & develop LCSE team in the areas of system knowledge, process knowledge and business knowledge. Ensure that all LCSE are fully competent in each of these areas