Customer Service Officer
Eaton
Total years of experience :17 years, 11 Months
Co-ordinate with technical team, place the order in SAP, follow up for product with the plants across USA, Norway, Germany, UK, France, Spain, China
Manage backlog orders with factories, update the customer thru weekly report
Proactively update the customer/Sales team for any uncontrollable delay in services/products
Handle customers of Gulf Countries and India
Follow up the customer/sales managers for payments/credit release
Handle Shipping documents and LC documents
Nominate the freight forwarder to arrange the pick up for drop shipments
Handle quality claims. Issue credit/debit note if required
Process RMA as per the guidelines
Manage VAT Reconciliation & ensure documents are recorded .Post the SAP invoices thru VF04 and also in the buyers portal
Create/extend material also create/extend customer in SAP
Update Logistics Tracker and delivery forecast for management meeting, upload the same in SharePoint
Organize WebEx Call for factory inputs
Report to the Customer Service Manager
Handle direct deliveries from feeder factories to customer site
Investigate customer claims and set action plans to prevent re-occurrence and payment block.
Assist month-end processing to incorporate finance accruals. Record files for auditing
Analyze the OTIF report and any risks to achieving set service level targets need to be brought to the attention of line manager proactively.
Sales and Customer Service Executive - Datwyler Cabling Solutions LLC( Nov 2015 -Sep 2017)
Handle customer enquiries and ensure to reply the queries for product availability, pricing, samples, catalogues and specifications and issue quotations within 24hrs
Prepare pre qualification documents for tender submission
Register pre tender database
Clarify technical specification upon discussion with headquarters manufacturing unit
Prepare letter of Intent, signed by Management Authority
Co-ordinate with concerned sales managers, line manager, BU manager for the approval of special discounts on project based quotations
Register the Order in ERP and issue Order confirmation within 48hrs after receipt of LPO
Ensure on-time delivery and KPI’s updated promptly for operational review meeting
Ensure to close the customer claims within 5 working days for damage and shortage
Quality related claims to be followed up with technical team and factory until the claim is closed in 14 days
Monthly visit customers along with sales manager to manage customer relationship and satisfaction
Monthly, issue the open quotation report to the sales to analyze and improve the sales opportunity
Issue out the ageing stock report to the sale managers and distributors to check the possibility of sale with special pricing
Follow up the overdue payment with sales and customers
Manage end-to-end supply chain operations
Monitor net free stock of long lead items and maintain safety stock by MRP process
Support inventory management consisting of reconciling and maintaining of finished goods inventory by SKU at 3PL warehouse locations
Responsible to manage complete budgeting and purchasing process for the supply chain department aligning with the company’s policies and Strategy
Analyze and log purchase orders commensurate to existing stock availability and reduce shipping cost
Responsible to efficiently plan and support the business development and operations by designing transportation and supply chain solutions with new and existing clients to ensure all outbound orders are delivered on time to the customers.
Managing activities of 3PL warehouse and Identification of opportunities for operational improvements and cost saving
Establish and manage relations with Warehouses, ocean carriers, customs broker, sales team and customers
Negotiate the freight charges and nominate the forwarder
Review LC terms are met with our business needs and prepare LC and export documents
Prepare Forecast report to estimate the Sales/Revenue and ensure push and pull to achieve the sales target
Quotation, sale order, Purchase order, GRN, Outbound, PGI, Invoice, Credit notes, Debit notes are maintained with respective signatories for internal and external audit requirements
Customer focused and highly ensure their needs are met and targets achieved following our Company norms
Assist month-end processing to incorporate finance accruals
Handle customer enquiries and ensure to reply the queries for product availability, pricing, samples, catalogues and specifications and issue quotations within 24hrs
Prepare pre qualification documents for tender submission
Register pre tender database
Clarify technical specification upon discussion with headquarters manufacturing unit
Prepare letter of Intent, signed by Management Authority
Co-ordinate with concerned sales managers, line manager, BU manager for the approval of special discounts on project based quotations
Register the Order in ERP and issue Order confirmation within 48hrs after receipt of LPO
Generate the new Article number for customized products
Ensure on-time delivery and KPI’s updated promptly for operational review meeting
Ensure to close the customer claims within 5 working days for damage and shortage
Quality related claims to be followed up with technical team and factory until the claim is closed in 14 days
Monthly visit customers along with sales manager to manage customer relationship and satisfaction
Monthly, issue the open quotation report to the sales to analyze and improve the sales opportunity
Issue out the ageing stock report to the sale managers and distributors to check the possibility of sale with special pricing
Follow up the overdue payment with sales and customers
Manage end-to-end supply chain operations
Monitor net free stock of long lead items and maintain safety stock by MRP process
Support inventory management consisting of reconciling and maintaining of finished goods inventory by SKU at 3PL warehouse locations
Responsible to manage complete budgeting and purchasing process for the supply chain department aligning with the company’s policies and Strategy
Analyze and log purchase orders commensurate to existing stock availability and reduce shipping cost
Responsible to efficiently plan and support the business development and operations by designing transportation and supply chain solutions with new and existing clients to ensure all outbound orders are delivered on time to the customers.
Managing activities of 3PL warehouse and Identification of opportunities for operational improvements and cost saving
Establish and manage relations with Warehouses, ocean carriers, customs broker, sales team and customers
Negotiate the freight charges and nominate the forwarder
Review LC terms are met with our business needs and prepare LC and export documents
Prepare Forecast report to estimate the Sales/Revenue and ensure push and pull to achieve the sales target
Quotation, sale order, Purchase order, GRN, Outbound, PGI, Invoice, Credit notes, Debit notes are maintained with respective signatories for internal and external audit requirements
Customer focused and highly ensure their needs are met and targets achieved following our Company norms
Assist month-end processing to incorporate finance accruals
Liaise with Sales Manager and prepare the quotation for related inquiries
Pro actively support sales team for Back office functions like preparing offers, co-ordination with suppliers/buyers, technical team
Negotiating with suppliers for prices to achieve good profit for our orders
Weekly order update to the customer mentioning the delivery schedule and ensure to meet the On-time delivery commitment
Register the Quotation, Sale order, Purchase orders, Delivery notes, Invoices, Credit Note in SAP
Create customer code and Vendor code in SAP
Monitor Vendor performance and follow up for the arrival of the shipments and process GRN in SAP
Monitor Net free stock and ensure to keep the safety stock for fast movers
Inventory Management
Prepare the monthly Order intake/Backlog orders/Billing by ABAP report
Present ageing stock report
Approve the freight invoices and 3PL invoices
Achievements
Shifted the 3PL service provider to reduce the Logistics cost- storage & handling charges reduced by 60%
1M USD dead stocks scrapped and reduced storage charges by 40%
Automated pricing tool activated in SAP
Set up SOP with 3PL to analyze the KPI
Reduce in-stock valuation and increased inventory turn-over ratio
KPI achieved 99.3% OTD
Uploaded standard price list in SAP with different pricing per distributor discount levels, which reduced human error and saved timely issuing of quotation and sale order
Plan, Organize and control the purchasing, receiving and storage of all items required by relevant department
Makes daily data entries for accurate inventory controls including receiving and disposal functions
Maintain weekly cycle count of all stocked items
Ensure regular month end stock taking exercise and all items are accurate and the same is passed on to Finance unit
Advice relevant unit head with regard to fast / slow moving items and the obsolete items from Vendor support
Monitor, timely delivery by Vendor - to analyze Vendor Performance .
Lead and supervise a small team of Order Handlers ensuring that they have a uniform workload and they are motivated
Efficiently handle Customer Service through proper order/delivery updation to Customers , Channel Partners, Distributors
Maximize the stock consumption for sale
Provided accurate and timely visibility on Customer orders status through ABB business online, web access to review their order updates.
Prepares monthly reports on all SAP transactions related Purchase /Sales orders - to evaluate on backlog orders.
Resolving customer's complaints or claims for shortage/damage/ wrong product, through Warehouse Coordinators and if required direct coordination with Suppliers
4. Warehousing and Documentation Team Leader- ABB Industries LLC (June 2009- Dec 2011)
Organize and distribute the work load among the team
Handled import and export operations through effective coordination with Freight Forwarders and third party Logistics
Handle the necessary Customs clearance documentation and forms for the efficient, cost-effective and lawful execution of all import/ export activities.
Coordinate stock control, warehousing and distribution influenced by import/export activities.
Ensure timely and accurate delivery of inbound and outbound orders
Verify the shipping documents prior submitting customs approval
Arrange pre-shipment customs inspection/SASO for Export orders.
Register the sale order in SAP once LPO received from customer
Check the stocks and release the Purchase order to respective vendors to meet the delivery deadline of clients
Update the customer and Internal Sales Manager for the delivery schedule
Co-ordinate with vendors, freight forwarders, 3PL to ensure on-time delivery
Monitor OTD Vendor performances
Post GR, Outbound and Invoicing
Provide sales forecast to Logistics Manager
Provide necessary instruction to the documentation team to complete the formalities for KSA, Kuwait, Qatar & Africa shipments
Necessary actions taken to close the claim/NCR in 2-3 days Register the sale order in SAP once LPO received from customer
Check the stocks and release the Purchase order to respective vendors to meet the delivery deadline of clients
Update the customer and Internal Sales Manager for the delivery schedule
Co-ordinate with vendors, freight forwarders, 3PL to ensure on-time delivery
Monitor OTD Vendor performances
Post GR, Outbound and Invoicing
Provide sales forecast to Logistics Manager
Provide necessary instruction to the documentation team to complete the formalities for KSA, Kuwait, Qatar & Africa shipments
Necessary actions taken to close the claim/NCR in 2-3 working days
Prepare pre-alert shipment notice to freight forwarder to release the shipment to 3PL
Provide 24hrs ASN notice 3PL Warehouse co-ordinators
Once shipment is arrived, ensure Warehouse check each item, quantity, packing quality and post GR
Upon Warehouse confirmation GR need to be posted in SAP system and pass on the supplier invoices to Accounts team
Weekly forward the updated stock report and expected shipment report to CSR and concerned sales Manager
NCR and claims are sorted immediately to avoid any delivery discrepancies and payment delay
Achievements
Effectively cost saving on customs documentation, achieved 25% cost reduction
Involved in Operational Excellence project recognizing improvement to the business in terms of : Customer Loyalty, On-time delivery without compromising the quality.
2.3 million US dollars in savings-Low Voltage Products division in UAE has achieved significant savings and increased the bar on customer service by bringing down the time to deliver products to customers. Switching to lean logistics meant lower inventory levels, increased cash flow and most importantly a better customer experience
Conducting theory and practical classes for DC and PG -Optics and Quantum Mechanics
Provide individualized instruction to keep all students at expected skill level
Evaluate assignments are being completed by students on time.
Conducting internal assessments to overview performance of students.
Conducting internal exams to monitor the students performance and give constructive, timely feed back
Identify and organize field trips to enhance curriculum
Organize workshop for active participation of students
Prepared monthly report to HOD to evaluate students score sheet