Customer Operation Officer , Quotation and Order processing specialist

Call & Service Activity Management

1. Answer customer calls and register them in the service management system following the call management process and quality compliance requirements.
2. Determine the routing of the customer call depending on the customer’s request and contract obligations.
3. Create service work orders if necessary.
4. Assign and dispatch Field Services Engineers (FSEs) to assigned service orders based on the advice of the FSE with helpdesk/response center duty or the Team Lead Field Services (or Service Delivery Manager) in the district.
5. Order spare parts if required and dispatch to FSEs/customers.
6. Plan & coordinate the Preventive Maintenance schedule with customers & FSEs. Escalate to CS Delivery Manager for non-compliance.
7. Inform customers about the status of their call and make detailed appointments.
8. Manage the progress of the customer call and escalate if service levels are in danger.

Quotation & Order Process Management

1. Prepare service opportunities in SFDC.
2. Prepare services and spare parts quotations to customers following the Quotation Process.
3. Get T&M and service quotes approved by District Operations Manager, Team Lead or Account Manager CS.
4. Send the approved T&M quote to the customer.
5. Follow up with customers on open quotations.
6. Process Customer Purchase Orders for services and spare parts.
7. Manage DMR/billings and the closing of corresponding work orders.

Order/Invoicing & Service Record Retention

1. Compile service reports, parts delivery notes and other supporting documents for the purchase order invoicing.
2. Manage the Service Report retention process, ensuring service reports are properly filed for audit purposes.

Logistics Support

1. Follow up delivery status of ordered spare parts. Identify delivery issues and take corrective actions timely by working closely with suppliers and physical distribution to resolve the issues.
2. Coordinate inbound/outbound delivery of parts, and local shipment to customer site.
3. Coordinate warehouse activities (if applicable).
4. Follow up hold procedure in case of hazard situations.
5. Report Defective on Arrival (DEFOA) following DEFOA process.
6. Comply with export control regulations.

Requirements:

1. Experience in Sales Operations or Customer Services.
2. Proactive and with good communication skills.
3. Fluent in English, verbal and written, in addition to local language.
4. Knowledge of Microsoft Office tools (especially Excel & Word) required. Knowledge of ServiceMax and SAP is a plus.
5. Knowledge and experience in shipping and logistics will be a plus.