Job Description
A. Purpose and Scope
Coordinate department customer services activities. Coordinate servicemen technician work schedules, prepare and provide necessary paperwork & materials for job completion. Interact with customers, clients, contractors and vendors to provide proper workflow and completion of work schedules. Monitor programs & services to ensure the provision of service provided.
B. Responsibilities and Duties
- Assist service engineer with coordinating commissioning & repair services of pumps and provide excellent customer service.
- Receive & coordinate customers (walk-in, telephone, and emails) order inquires for pumps commissioning or complaints for pumps repairs and process service or other related transactions.
- Handle customer complaints reasonably, showing empathy and a positive attitude and demonstrate company’s commitment to excellent customer service.
- Coordinate with customer for repair service contracts or order receipt and delivery of services. Prepare and process purchase orders in coordination & approval from CSE (concerned service engineer) & credit control department. Enter and update transaction details in ERP database (Syros).
- Arrange required materials for commission, installation & servicing from suppliers and update the same in the database ERP database (Syros). Monitor inventories of products or materials and prepares inventory short and excess during annual stock taking.
- Prepares free-of-cost (FOC) invoicing as a goodwill gesture for loyal customers; assigned to make FOC transfer documents in ERP system (Syros), acquire approval from sales engineer and submit the FOC documents to concerned personnel.
- Process the orders and prepare SO, PR, MR and DO. GRN processing for locally procured materials. Monthly monitoring and clearing of all allocations in DXB 05. Clearing GIT location with checking of physical materials. Preparation and sending of MR to WH, AKE, CPD.
C. Organisational Relationships
- Reports to: DGM - Service & Maintenance Manager
- Direct reports : None
- Location : Dubai, U.A.E.
- Travel : Not Required
D. Job Specifications
- Qualification, Knowledge, Experience
- Academic Qualification
- Graduate or an equivalent combination of education
b) Professional Qualification
- Accounting & Mathematics
- Knowledge of administrative and clerical procedures and systems such as word processing systems, filing and records management systems and transcription, forms design principles, and other office procedures and terminology.
c) Experience (minimum preferred)
- 3-5 years of customer care experience for pump servicing industry, highly skilled & experienced in providing customers services.
- Technical Requirements
- Advance knowledge of MS Excel, MS Power Point and In house Syros system
- ERP Knowledge
