Order Management Specialist
Eaton
Total years of experience :23 years, 5 Months
-Responsible for Cooper Crouse-Hinds BU, includes dealing with application / engineering team on engineered products/material which required drawing approvals prior start of manufacturing at Oil & Gas industry for Key customers & distributors.
-Update Key customers & distributors on delivery schedule by sending weekly/monthly SOR (sales order report)
-Prepare customer shipping documents template in coordination with factories for special EPC orders.
-Responsible for developing / maintaining detailed projects delivery schedules, includes administrative tasks for processing of Intercompany POs/Suppliers POs for Drop-direct shipments then follow up on documentation process and ensure documents sent to customer.
-Coordinate/Interact with application engineering team on releasing BOM for certain EPC orders (PETROFAC) and coordinate / update the customer and respective factories/plants alike.
-Expedite readiness/manufacturing of materials in communication with respective factories/plants, then update customer with delivery schedule/lead time.
-Work on processes including implementation to drive a detailed schedule with customer service team on the process ensuring cultural change from a manufacturing driven company to a customer driven company.
-Responsible/handle day to day operations for Customer service matters related and actively support & drive initiatives like: Improvement on delivery schedules for EPC project order, shortage claims, materials setup/extension, products development/orientation for the need of CS Dept., and quality issues includes defective materials.
-Provide line manager with monthly sales figures forecast based on factory confirmed delivery date.
-Coordinate with customer forwarders to ensure collection of materials arranged/timely done, and obtain sailing schedules when needed.
-Responsible for smooth cooperation with all needed interfaces in order to assure satisfying accomplishment of customer needs.
-Set a weekly conference call with respective factories to follow up on backorder report for monthly billing and next month orders to go.
-Responsible for entire Cross-Trade Business (Direct/Drop shipments): handling all orders/shipments from Asia supplier’s/plants to end customer at GCC, preparing shipping documents, and set with forwarders on monthly basis to ensure SOP is met.
-Ensure materials collection/pickup of KSA project orders arranged with factory on time and customer delivery deadline is met.
HILTI Middle East FZE, (Multi National European Companies)
Jebel Ali Free Zone, Dubai - UAE
Dec. 12 - 2010 to Present
Logistics Materials Planner -Materials Management Team (RLC)
-To manage the flow of materials within the respective market organization ensuring that there is an optimization of stock and service level at all locations in line with company objectives.
-Plan, forecast and release of purchasing orders to ensure targeted product availability at optimum inventory level with pro-active management of system / planning alerts to achieve great business results.
-Review/define item range, master data maintenance in the ERP/APO system, and item creation for the whole BU's in line with MCC (marketing competence center), locals/regional product managers to ensure having right item range/product for entire region which will influence productivity to achieve team and company target.
-Prime link between Material Control department and Product Marketing group ensuring all promotions and phase-in, phase-out items are planned effectively and the INP process is understood and implemented.
-Acts as main point of contact for the organization for all Materials Management matters and provides support to all markets.
-Support stock take, daily cycle counts at Hilti centres.
-Responsible for all operational fulfillment activities (demand planning, inventory management, replenishment process) for assigned products in existing storage locations (Central warehouse (s), Hilti Plants, and ex-work suppliers or within the organization (replenishment of Hilti Centres, van stocks)
-Coordinate with 3PL and ensure all inbound/outbound deliveries are done/closed on time without delay and according to KPI's.
-Be partner with sales, marketing and finance by giving support within the organization for all logistics matters related.
-Supports KPI management (ATS, PA, DOH, obsolescence, forecast Quality, and ICLa) and be primary driver of marketing efforts to reduce obsolescence for the performance measurement.
-Identifies/ collects data, provides reports/ feedback to the team lead.
-Manages and communicates about all stock shortages ensuring that appropriate action is taken to resolve them with minimum cost at maximum attention to customer service.
-Monitoring of operational performance indicators and system alerts and reporting to senior management.
Havells Sylvania Dubai FZCO (Multi National European Companies- Lighting Industry)
Dubai Airport Free Zone, (DAFZA) UAE
LIU Office I 15
Feb. 3 - 2008 to Dec. 9 2010
Customer Service & Logistics Supervisor
-Process customer orders and confirm delivery lead time to customers, local distributors, and authorized agents at GCC and Levant countries.
-Supply Chain order processing to respective assigned factories, and consolidation of products at regional distribution centre (France -Paris, LPB)
-Check production lead time for all products including special products at respective plants.
-Ensure materials shipped on due date, and follow up shipment dispatch at origin.
-Maintain Orderbook log of more than 30 customers, Distributors/authorized agents across GCC and Levant countries with full details showing status of each purchase order, sales order amount and total sales of each month and sales orders available for next 2/3 months ahead.
-Manage/issue shipping documents, customer invoices, packing List, COO (Certificate Of origin), and SASO certificate for Saudi Arabia orders.
-Check/study LOC's, then prepare documents accordingly for Finance controller perusal.
-Raise/issue PO's to suppliers/vendors by checking lead time, production if any, documentation, LC, mode of transport, delivery term, artworks until materials available for shipping/dispatch to end customers/distributors and authorized agents.
-Deal competently with customer complaints on sales orders Delay, Damage, Lost of items, ensuring that appropriate action is taken to resolve them to their fullest satisfaction with minimal intervention of Customer Services Manager.
-To provide expertise and assistance in reviewing the existing supplies chain structure and developing Logistics policies for the company.
-Maintain a file of each Distributor/authorized agents for quick reference of sales order history.
-Define and implement full operational of customer service and Logistics policies and procedures for all Distributors/agents to ensure and enhance response times and satisfaction levels.
-Monitor stock replenishment to ensure adequate in-time stock availability and reduce demand-supply gap in all markets.
-Coordinate with customer forwarders according to delivery terms (Incoterms 2000)
-Update Customer Service manager report on daily basis of all open/closed sales orders through Backorder report or any challenging matters related.
-Very well versed of Saudi documents/customs regulations and procedures, SASO issuance as well as Kuwait, Oman, Bahrain, Qatar documentation requirements, and UAE (DAFZA, JAFZA)
-Very well versed about sea freight shipments, shipping lines, prices/quotations, pre-alerts.
DHL GLOBAL FORWARDING (Airfreights, Sea Freight, Road shipments, 3rd Party Shipments)
DANZAS AEI EMIRATES INT'L LLC, P.O.Box 2623 Dubai -UAE
Feb. 15 - 2007 to January 31 - 2008
Logistics /Customer Service Coordinator / Implant Key Accounts (PHILIPS Lighting Dubai)
-Receive all the relevant information from the customer (SLIs) on routing orders and check for the rate filings and quotation approvals before processing the same, thereby avoiding complication in payment processing.
-Effectively monitor and track the progress of the shipment right from the time of the shipment is picked at the origin to the time it's delivered to the customer at destination and update the customer on the same at all times through timely and accurate pre-alert. Maintain an accurate order status record for review and effective tracking.
-Liaise with the airline and shipping lines on the ETA of shipments and with origin stations, operations, sales, etc. for pending documents, credit notes and other delays for the timely resolution of alterations and discrepancies (delays, offloading, short/over shipments, etc)
-Process all 3rd party shipments as per the company procedure and effectively follow up on the status of documents, legalizations, clearances, rates and transit progress for smooth order processing.
-Receive scan copy of supplier invoice, packing list, certificate of origin and draft BL where I have to match draft BL details with packing list & supplier invoice, and then confirm BL with origin office.
-Ensure that the documents above are either dispatched directly to the customer or to the Bank (depending on payment condition) then Ensure pre-alerts sent to the respective station.
-Effectively monitor all pending clearances and delivery order collections, send timely reminders to the customer and record and file all documents systematically to enable quick retrieval when required.
-Attends all customers with courtesy and respect thereby maintaining the image of the organization and ensuring customer satisfaction.
Systems ERP worked on: - SAP -APO BI reporting, Oracle Java, AIR LOGIS, OCEAN LOGIS, CSV, GEMA, TINYTERM EMULATOR, and MAPICS (European system)
DHL WORLD WIDE EXPRESS, (Air/Road Express Shipments, 3rd Party Shipments)
Dubai, UAE
Feb. 7 - 2004 - Oct. 15 - 2006
Customer Service Call Centre, Telemarketing & Sales support.
-The call centre agent is responsible for answering customer calls and inquiries ensure customers bookings and traces are actioned as per network standards and provide a competent, courteous, efficient and proactive point of contact of customers both internal and external.
-Promote and sell DHL's value-added services such as Insurance, Import Express, TDD, and participate actively inbound Sales Lead program to contribute to the country office revenue.
-Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices.
-Very well known about export, re-export, temporary export, and import express and international freight cargo procedures.
-Work effectively both individually and as part of team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit.
- Attends Logistics Training at DHL Airport free zone for 7 days.
- Working as Call Centre Team Leader in charge on Friday's and public holidays.
Sep. 1 2000 - Dec. 7 2003 Senior Front Office Receptionist,
Riviera Hotel, Dubai (Four Star) Deira, Dubai, UAE
• Registers guest and assign rooms. Accommodates special requests whenever possible.
• Processes guest checkouts and check-ins efficiently in friendly and professional manner, assists in preregistration and blocking of rooms for reservations.
• Processes guest account settlement in any mode of payment for individual, master
Folio for group, posts and files all charges to guest, master and city ledger accounts, and handling of safe deposit boxes as well.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel. Thoroughly understands and adheres to proper credit, check cashing, and cash handling policies and procedures.
• Man the switchboard i.e. Handle /transferring incoming and outgoing calls, and message handling procedures for the guest in house as well as hotel staff.
• Makes online ticket Reservation and confirmation for hotel guest as well tours and safaris.
• Online Police reports at the system by sending or reporting all in house guest personal information.
• Coordinate Bell Service operation, Housekeeping, hotel drivers for guest drop off and pick up.
• Knowledgeable in Night Auditing and prepares all the internal reports of the day to the manager.
• Assigned as Night Duty Manager in charge as monthly scheduled.
I studied Hotel program in Amman at the Intermediate University College two academic years subsequent to obtaining the general secondary education certificate. I have also studied two months English Language course in Dubai at the British Council.
The Intermediate University College, Amman - JORDAN, Graduation: July 1998 Degree: Certification/Diploma - Hotel program majoring in accommodation Management.