Job description
Business Need / Purpose of Role:
- To provide timely and efficient services, liaison and communication for direct Spares and original equipment customers.
- Understanding the needs of key customers, product and services to provide outstanding levels of customer service.
Key Responsibilities and Specific Accountabilities:
(results this role is expected to accomplish)
- Timely order entry for sales and purchase orders into SAP operating system in accordance with policy and procedure
- Provide the prime point of liaison between assigned customers and all internal departments for order entry process and procedure.
- Achievement of Customer Service KPI’s (financial and non-financial)
- Ensure customer reports (OTD) are generated accurately and distributed on time
- Ensure all quotations (RFQs) are entered in accordance with policy and procedure
- Escalation process – Drive to improve On Time Delivery (OTD) results by expediting and supporting logistic activities
- Working on quotations with the Area/Country Managers for their customers
- Assisting in preparing fixed price agreements, price lists and discussions into pricing margins
- Verifying pricing with sales department and execute & monitor all implemented guidelines
- Follow up on customer accounts in terms of credit limits and payment, working closely with finance department for updated information
- Expediting Orders on weekly basis based on Back order reports provided by Purchasing team.
- Establishing good connection with teams across region to be able to support requests
- Participating in Safety stock analysis exercise on a quarterly basis
- Checking on monitoring lead times, ensuring quoted and delivery lead times are within manufacturing capabilities
- Managing customer expectations on delivery dates
- Providing frequent updates on customer on open order reports
- Notifying customers on any delays in delivery of goods
- Working closely with warehouse on delivery creations, goods receipting and good issuing out of warehouse.
Job Knowledge / Education and Qualifications
The details described here are representative of those that are encountered by or must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Minimum Diploma or equivalent qualifications in related fields
Minimum 1 to 2 years working experience
Supply chain knowledge is an advantage – Incoterm, lead time, etc
Language Skills:
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Computer Skills:
SAP (Sales and Distribution) is an added advantage
Microsoft Office – Excel (Spreadsheets,Vlookups), Powerpoint
Core Competencies
To perform the job successfully, an individual should demonstrate the following competencies.
INTELLECTUAL
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics
INTERPERSONAL
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
SELF MANAGEMENT
Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
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