Customer Service Coordinator

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic and culturally diverse workforce with 50,000 employees! We are currently recruiting for a Customer Service Coordinator for our client to be based out of their Dubai office.

Purpose-

The Customer Service Coordinator is the interface between commercial functions particularly with KAMs, Demand & Supply Planning, Logistics, Finance and Customers.

Responsibility-

• Provide outstanding services to our customers & managing sales orders from customers across the Gulf.
• Processing and Supply of orders in a timely and efficient manner to Government Institutions and Distributors in the Gulf markets.
• Updates & follow up on order status & shipping details for the weekly estimates while keeping all customers informed
  Accurate reporting of weekly period estimates with opportunities & risks. 
• Identification of potential supply problems in supply chain, development and implementation of necessary preventive and corrective actions.
• Acknowledgement and response to customer complaints by recording and tracking of complaints in QTS.
• Proper invoicing in line with the company compliancy policies and revenue recognition rules.
• Support with serialization mandate ensuring the shipments moving our to UAE / Bahrain & Kuwait are compliant.
• Support with Continuous Improvement Initiatives ensuring all the projects are raised in DOC.
• Management of a Customer Sales Order from receipt until product delivery through a streamlined and competent process flow (including pricing set up, preparation of required shipping documents, invoices, credit notes, import permits, SAP systems execution, alignment with IO CS colleagues etc.).
• Ensure smooth delivery to customer and address any challenges faced.
• Management of Key stakeholders- Institutional Customers, Distributors, Forwarders, IO CS colleagues, Internal Stakeholders (particularly Demand Planning, Key Account Managers, Finance), Third Party Service Provider(s) and Government Authorities (Customs, Ministry of Health, Hospitals, as required).

Key performance Indicators-

• Deliver on Time as per Purchase Order, OTIF, reducing lead time to customer.
• Adhere to CS IMEX process.
• Import Permit Lead Time (follow up efficiency).
• Timely and Accurate Documentation (including Invoice, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysis, any market specific document) – Archiving of Customer PO for traceability of documentation for audit purpose.
• Cost Optimization (through finding efficiencies in process, consolidation, mode changes, waste reduction, etc).
• Accurate reporting of Weekly Period Estimates.
• Receipt of, acknowledgement and response to customer complaints; recording and tracking of complaints by market.
• Verify, record and track penalty related claims from customers.
• Issue, record and track undertakings to customers for low shelf-life products.
• Verify, record and track Debit Notes for Clearance and Delivery at destination.
• Identify, record and track exception costs resulting in the Order to Delivery process (urgent shipments, overtime, cancellation, etc).
• Monthly / bi-weekly update to customer (as defined by market sensitivity and size) of no-stock products (order, quantity, availability, etc) and business colleagues (as relevant).
• Interface with Supply Planning and Logistics Team to align on customer orders (pending orders, backorders, priority orders, allocations, etc) in ensuring minimum no-stock, minimal penalty on customer orders.
• Price book set up and bank documentation where necessary.
• Provide support to other CS Executives as back-up while on leave and when necessary related for market deliverables.

• Bachelor’s degree (degree or certification in supply chain preferred)
• Working experience with ERP / SAP systems
• Experience in cross-functional work
• PC skills (Windows, Microsoft Office, Word, Excel and PowerPoint)

This position profile indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions expected of an employee. An employee may be asked to perform other duties as required which are within the scope, spirit, and purpose of the position profile. The employee shall also adhere to TRANSGUARD’S information security policies and procedures and the policies and procedures applicable to their area of responsibility.