Customer Support Coordintaor
United Technologies Corporation
Total years of experience :18 years, 6 Months
• Reporting solid line to HQ Operation Manager, dotted line to Country Manager
• To manage the end-to-end process from Order Acceptance to After Care Facilitation.
• Ensure CLEAN order processing with Supply chain for effective lead times.
• Manage country/sales channel open sales order book, Coordination with sales team and Country Manager. Support country sales team by providing delivery information, planning and fulfilment liaison with Supply Chain
• Manage the receipt & processing of all sales & Purchase orders for goods and returns to ensure timely, reliable & flexible logistics product flow,
• To manage the daily operational co-ordination with the EDC & Other sources
• Conduct order entry, order release and ship confirmation activities on a daily basis.
• Responsible for administration and data management of the Item Pricing, maintain pricelists in ERP as facilitated from source ( EDC & Factories)
• Maintain ERP housekeeping, Customer, Vendor & Product Master information Admin.
• Liaising with supply chain on matters relating to shipping and customs clearance documentation, follow up and communication with all stakeholders as need be.
• Creation & Dispatch of Commercial Invoicing & Cash Collection
• Manage the Letters of Credit process.
• Manage the Returns-process through RMA and remediation
• Manage customer complaints, providing excellent customer service and developing long term customer relationships,
• In Country Admin support for all Logistics, Supply chain and transactional responsibilities. Filing, processing etc
• All other tasks to support In country transactional and operational continuity
• Deputise for other Customer Services Rep across P&L’s/department for the continuity of the Operation to ensure non interrupted transactional & logistics continuity.
Coordinate and manage International orders with sales and overseas offices/agents in regards to forecast, allocation and product availability.
Confirm that quotations received are within the minimum price guidelines.
Process all ready-to-ship quotations to delivery orders within the required time that will satisfy the customer.
Follow up on documentation and credit status of quotations with Area Sales Offices.
Arrange stock transfers to warehouses/ storages and process delivery orders for warehouse sales/ storage sales.
Communicate with Freight Forwarder, SPCo Logistics Team, local agents of Shipping Lines, Transporters and Third Party Services.
Coordinate with freight forwarder, shipping scheduler and/or shipping companies/agencies to obtain freight booking and timely shipment.
Ensure that delivery documents and customer invoices are accurate, complete and dispatched on time.
Ensure that shipping documents are accurate and in compliance with letter of credit requirements and distributed timely for import clearance at destination.
Monitor and expedite shipments as necessary.
Keep track of all shipments until the products are received by customer and communicate and advise if there will be exceptions and delays to Area Sales Offices.
Comply with all the safety requirements associated with distributing products to all regions.
Investigate and resolve supply chain issues and customer complaints, working to develop and implement corrective actions to prevent reoccurrence.
Provide back-up coverage for team members.
Rotate “On Call” schedule with other team members for after-hours and weekend coverage.
Additional functions being handled:
SAP FIT Testing
Safety Team Member and First Aid Responder.
Backing up the Pricing & Supply Coordinator for processing monthly pricing guidelines and minimum pricing uploads in SAP. Also involved with troubleshooting pricing related issues in QT/Sales Orders and assisting on maintenance of condition records.
Review and process orders as per customer’s requirements. Co-ordinate with customer and manufacturing plants to ensure accurate and timely delivery of orders.
Outsource orders to approved vendors if manufacturing plants can't meet customer's delivery requirements.
Monitor progress of work orders and communicate issues in order to ensure promise dates are met.
Utilization of worldwide inventory for customer orders to reduce load on manufacturing plants. Suggest alternate product available which can be converted to the required product or source parts to assemble the required product.
Analyze inventory levels and usage of standard products and consumables in Middle East districts and maintains an adequate inventory in Dubai Central Distribution Warehouse.
Process orders and deliveries and coordinate with freight forwarder, shipping scheduler and/or shipping companies/agencies to obtain freight booking and timely shipment.
Ensure that shipping documents are accurate, in compliance with letter of credit requirements and distributed timely for import clearance at destination.
Monitor and expedite shipments as necessary.
Assist Quotes & Tender dept in identifying Lead Times from manufacturing plants and inventory available for customer enquiries.
Review GIT (goods in-transit) report to ensure inventory items are received in SAP as soon as shipment is delivered in our warehouse.
Identify revenue/operational requirements of Gulf geo-market and relay these requirements to Manufacturing to ensure that districts financial targets are met per Quarter.
Provide assistance and training as required to other personnel in the department.
Ensure that processes and procedures are implemented and followed as per company’s policies and procedures
Provide the sample of the product to the customer and get their approval and their required delivery time.
Co-ordinate with store in charge that all the required items are available prior to start the work.
Monitor hourly basis if the workers are meeting their targets.
Co-ordinate with line supervisor for timely completion and delivery of customer orders.
Ensure the quality of the work to meet the customer satisfaction.
Co-ordinate with forwarders for accurate and timely delivery of orders to the customer.