Customer Service Specialist

Job Summary

• Responsible for managing customer orders from order scheduling to shipment, ensuring effective and timely service to customers.
• Responsible for implementing, monitoring, measuring and reporting production schedules to ensure that materials and capacities are available to meet the needs of customers.
• Responsible for identifying opportunities for improvement, strategy development for sustainable growth, and measurement of operational and financial performance.
• Performs necessary functions to meet customer requirements.
• Provides and maintains regular updates to Customers
• Follows up, monitors, measures, and reports sales activities.

Essential Responsibilities and Duties:

Customer Service

• Validation and scheduling of orders.
• Coordinates orders and shipments between Manufacturing, Logistics and Customer.
• Provides daily guidance and information to production regarding changes in order priority. 
• Provides support to solve issues with warehouse, sales admin team, and Customer.
• Tracks and reports to Customer and Sales Team delivery dates, any anticipated delays, conflicting terms and conditions.
• Scheduling of Segment Forecast (JAF) and maintenance of delivery progress
• Maintains record of equipment delivery progress and invoicing
• Creates record of equipment in Field maintenance systems
• Maintains and improves the integrity of the sales data in ERP database
• Provide support for ESM tickets
• Identifies and reports opportunities and implements actions to continually reduce waste, shorten lead times, reduce costs, etc. 

Planning

• Manage planning and production execution data including work orders, prioritization, capacity constraints and production monitoring.
• Maintain MRP planning and scheduling parameters for "make" items.
• Analyze planned order reports and provide timely release of production work orders specified by the production plan.
• Interface with production teams and procurement specialists to prioritize items.
• Identify and resolve production demand and supply imbalances in volume and mix.

• Provide daily guidance and information to the Product Line team regarding the status of production schedules.
• Identify and report opportunities and implement actions to reduce waste, shorten lead times and reduce costs.
• Execute the Purchase Order (PO) management workflow starting from PO creation, issuance, monitoring, coordination with suppliers and internal stakeholders.
• Driving business outcomes with tracking the status of POs, identify and react on immediate shortage to ensure timely delivery.
• Ensure that a PO is created and maintained correctly (prices, currencies, quantity, delivery dates etc.), and follow up on any issues related to PO creation.
• Use SAP to perform tasks related to PO execution and maintenance, exception messages, track demand and supply situation, nonconformance management, return to vendor (RTV) process, payment issues and procurement key metrics reporting.
• Manage day-to-day interactions with suppliers, Procurement Specialists in hub and other Supply Chain functions, i.e. Sourcing and Supplier Leaders.
• Identify and report opportunities and implement actions to reduce waste, shorten lead times and reduce costs.

Qualifications: 

Diploma or Bachelor’s degree

Key competencies:

English in written and spoken.

Good communication skills (both written and oral)

Results driven

SAP knowledge

Logistic knowledge will be preferred