Critical Parts Management Executive
Mercedes Benz Cars Middle East FZE
Total years of experience :17 years, 5 Months
• Ensuring all back orders for Off Road orders and Emergency orders are escalated with the Bottleneck management team in Customer Assistance Center (CAC). A high quality and efficient support regarding all parts escalations towards the General Distributors and Head of RLC (HoRLC). Ensuring a quick and efficient management of all Bottleneck/Critical/ Off road back orders.
• Create escalation ticket and follow up customer’s queries for General Distributors (GD) in the Middle East. Further development of the existing, reporting of Backorder status to General Distributors. Coordination with internal departments and Critical Parts team in Headquarters.
• Demonstrate an advanced ability to solve problem, maintain professionalism and call control with all customer concerns or issues.
• Ensuring information to the GDs regarding BO-situation and BO-delivery time. Setting up proper reporting to GDs regarding BO information on a regular basis.
• Inform GD about the critical and bottleneck parts. Update GD about back order situation and delivery time. Ensure customers are receiving call backs and follow ups as communicated by the customer service representative (CAC).Adhere to all other company policies and procedures relating to customer accounts.
• Support the General Distributors in all back order escalations Co-ordinate between the General Distributor and the concerned party in case of Off Road cases back orders In individual cases check the availability and supply of spare parts, backorder follow up and clarify Backorder release with CAC, in special cases escalate cases with FastLane Regular follow ups on FastLane and escalations/updates in SO+ (StarOrderplus, Shortage Query and Shortage Escalations) Create new FastLane escalations for VOR back orders higher than 25 days. Check in the message box for feedback from CAC and act accordingly.
• System escalations along with VIN no’s and monitoring Follow up on cover orders with IMVM for Global critical bottleneck parts Clearance of the oldest backorders (Parts Cluster Indicator (PCI)/ One time deal (OTD)/ Supersession/no Dub orders) Bi-weekly Stock on Hand
• Check with Technical department for supersession and alternative solutions Check for AdHoc services via PRIMUS
• Well-versed of knowledge regarding International Standard Banking Practice for the Examination of Documents under Documentary Credits subject to UCP 600 (ISBP)
• Review letter of credit documents to determine compliance with international standards
• Coordinate with the dealer’s information, verify terms of credit, such as amount, insurance coverage and shipping conditions to determine compliance with established standards
• Notify exporters and importers of issuance of letters of credit covering shipment of merchandise
• Supervise orders and arrange proper documentation for customs submission
• Coordinate and monitor supply chain operations
• Communicate with Trading Firm, dealer’s, customers etc. to achieve profitable deals and mutual satisfaction
• Plan and track the shipment of final products according to customer requirements
• Keep logs and records of vehicle’s, executed orders, process order acknowledgement
• Prepare accurate reports for upper management
• Prepare Contract of Sales to be submitted to dealers with the terms and conditions
• Prepare Contract of Purchase to be submitted to Trading Firm in order to process the production orders
• Provides accurate information to dealer such as Shipping Schedule, Shipping Notice and Shipping Advice
• Uncommon ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines
Freight P&L:
• Responsible for processing orders and assignments using computerized systems
• Cut waybill/bill of lading based on information in shipment booking
• Finalizing waybill of lading (AWB Cutting module/HBL Cutting module of Freight Solutions)
• Printing final waybill/bill of lading (AWB Cutting module/HBL Cutting module of Freight Solutions) and securing approval from manager to authorize amendments on cutting the waybill/bill of lading as needed
• Importing and exporting documentation with optimal accuracy and efficiency
• Liaising clearly and articulately with other departments to ensure the smooth operation of the warehouse
• Answering queries and resolving issues from customers and sales colleagues
• Acting as a center of communication and information both internally and externally
• Handling full logistics process from receipt to delivery, including order processing, preparing export documents such as Certificate of Origin, legalized documents (SASO) and others related to shipments
• Maintaining in depth market knowledge and analysis to identify the most profitable freight route for Air1 and other products distributed through the Delivery One network
• Developing and implementing innovative new strategies to penetrate the freight market and generate increased profitability
Logistics Coordination:
• Negotiating freight rates that in order to obtain the most competitive financial advantage
• Scheduling, coordinating and managing LTL/TL freight pickups and deliveries from supplier base to customer locations nationwide
• Tracking carrier performance on a regular basis
• Identifying and resolving problems with carriers in a timely and efficient manner
• Working with supplier base and customer locations to manage and reduce demurrage expense by eliminating inefficiencies and improving processes
• Preparing and presenting comprehensive materials, including analytical reports and correspondence to management
• Following up and following through with items to ensure problems are resolved and tasks are completed on time and in full
• Prioritizing tasks on a daily basis to ensure most important tasks are completed resulting in optimal customer satisfaction
• Organizing resources so that information can be accessed quickly when needed
• Processing freight invoices using Brainware software
• Entering and retrieving data on the SAP/B1, and handling inventory transaction reports
• Providing user support and finding practical solutions to system-based operational issues, ensuring smooth and timely problem resolution regarding order processing and inbounds from the RDC
• Formulating and providing relevant operational reports from the system (SAP/B1) to facilitate effective decision making, and operational reports pertaining to lead time of orders from end to end, fill rate per order, and OOC value against opportunity missed
• Tracking and confirming orders received by the regional RDC and processing on systems such as ACE Link and associated systems
• Providing system support with regards to movement of stocks between sound, damage and rework location on the advice of LSP and/or the Logistics and Inventory Control Asst. Manager
• Controlling and monitoring the automated EDI function for both inbounds and outbound at the RDC
• Monitoring and controlling pick and pack volumes, and advising retailers accordingly in order to optimize volume capacities
• Providing an interface for all queries regarding order processing and systems and coordinating between retailers, the LSP and ACE Regional and Global Teams for the preparation of invoices
• Assisting retailers with all queries regarding ACE Link and associated systems for placing and tracking orders, and resolving retailer queries and requests in a timely manner
• Preparing various weekly and monthly reports as requested by the management
• Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action.
• Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices.
• Track and Trace customer’s shipments in order to ensure that status of shipments are advised to the customers.
• Liase with sales staff and ensure services that are being provided is in-line with customer’s expectations.
• Report evaluate and investigate recurring operational problems that are highlighted through traces and then direct the information accordingly for corrective to be taken.
• Ensure all traces are actioned in accordance with Network Standards so that we comply with service levels given to customers.
• Maintain a thorough knowledge of all departments. DHL. Network, products and services so that customer are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times.
• Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and services so that DHL can provide continuously universally high level of service to all customers.
• Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit.
Filling of documents letter, fax, submittal, transmittal, email updates all the ref and checklist used on site.Coordinates with the site engineers for the preparation of schedules, reports and test results for testing. Prepares material inspection request(MIR), Request for Inspection and Approval(RFIA), Non Conformance Report(NCR), and Field Memo(FM) to be submitted to client and sub contractor.Prepares monthly report such as Summary on Piles Testing, Report on Evaluation of Strength Test Results of Concrete, Transmittal Status Log, NCR Status Log and Field Memo to be submitted to client.
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