Job Description - Ritejobs

Job Description

Job Title :

Customer Service Coordinator

Function :

Customer Service and Call Centre

Education :

B.Com

Package :

900000

Req Exp. :

1-3

Opening :

Location :

United Arab Emirates

Country :

United Arab Emirates

Description :

1) DEPARTMENT :	Sales Administration	DIVISION :	International Division (AIME)

2) POSITION : (precise function)	Customer Service Coordinator

3) JOB SUMMARY: key responsibilities (2 / 3 lines)

Responsible in whole or part for the management of Sales related activities effecting the coordination of order processing and despatch of the orders in an organised/systematic/procedural method so as to maximise our output delivery of products, and to provide a central point of communication and interface with specified clients on a day to day base to ensure that the countries assigned are given the best customer services in terms of responding to their queries on time and acknowledging & intimating the status of orders and accounts.

ESSENTIAL FUNCTIONS: Management and Technical activities.

Order Processing

§ Receive orders from the Sales Executives and generate Performa Invoices based on the price list for customer. Any deviation in the price list has to be referred to that particular Sales Executive and/or the Sales Admn Manager.

§ For new customers, make the P I in Excel and later when the order is confirmed, open the customer’s account in the SAP system. Follow up with the customer to ensure import license is forwarded and attached to the PI.

§ Notify the Sales Executives of pending Proforma Invoices not converted into sales orders and get their remarks against them. Once the status- if to hold the order or if the requirement no longer exists, is obtained, you will file that Proforma.

§ Ensure that the terms and conditions of any promotional discounts are followed; the tenure of the promotion has to be made clear and kept in your records, the promotional price will be followed till the tenure of the promotion.

§ Convert P I to Sales Orders on receipt of the order confirmation from the customer and hand it over to Senior Customer Sales Coordinator for the preparation of Packing advice / Sales Order / Goods Release Note and the actual Invoice.

§ Acknowledge the order with the customer; inform him the delivery date and also the payment to be made. Ensure that the checklist (customer code, proforma no, sales order no, outbound no/delivery note no, Bill of Lading, certificate from the chamber of commerce) is attached to the order and kept with the file, so that whenever an acknowledgement is required on any document, the status of the order is clear.

Order Execution/Document Processing

§ Send packing advice to the stores and check with logistics on the earliest date of despatch. If stocks are available, then follow with logistics for the delivery date. Should there be any changes in the delivery date due to production schedules; get alternate date of delivery latest by the 3^rd working day of the following month.

§ Inform customer of the delivery date, the amount to be transferred or the L/C to be opened. Ensure that the payments are received as per the payment agreement well in advance so that there is no delay in the shipment due to non receipt of the payment (amendments in the L/C). Regularly check with the accounts department for the receipt of customer payments and L/C.

§ Advise customer of any delay in shipments due to production commitments not met or due to non receipt of payment and the rescheduled dates in consultation with the Sales Executive/logistics.

§ Prepare the system Invoice and the external documents on despatch of the consignment and submit it to the Bank/customer. The external documents should be sent to the Senior CSC for verification before being signed by the Sales Administration Manager.

§ Prepare and get approval for credit notes due to price difference, shortage received or breakages.

§ Where inspection is required, call for the inspection has to be arranged with the Inspection Organisation in coordination with Stores and the Sales Executive.

Reporting

Formulate and report on the monthly transactions by the 1^st working day of the month including:

§ Orders Executed for the month

§ Pending Orders of the month with payment status/Delivery Dates

§ Pending Proforma Invoices not confirmed

§ Pending Credit Notes to be adjusted

5) SPECIFIC DUTIES: participation to additional side projects

7) RELATIONSHIPS: functional / internal / external

- Regular contact with Sales Executives.

- Regular contact with other departments- Supply chain, Production and Accounts.

- Regular contact with Customers.

8) JOB''''S GOALS: according to internal / external client''''s needs

- Establish efficient sales administration methods for better and faster service to the customers providing them products as planned.

- Provide customer satisfaction and maximum delivery of outputs by fulfilling the requirements in time.

9) DIMENSIONS: key data, number of collaborators, turnover, area covered, budget

Turnover:

Collaborators:

Budget:

10) JOB DESCRIPTION APPROVAL:

Reports to:

(N+1)

Reports to:

(N+2)

Jobholder:

Activity HR Manager:

NAME, first name, position

Approved:

Job Specification

The requirements of the job involve:

§ Graduate with 1 to 3 years experience directly related to the duties and responsibilities specified.

§ Ability to communicate effectively, both orally and in writing.

§ Ability to foster a cooperative work environment.

§ Knowledge of customer service standards and procedures.

§ Ability to analyze and solve problems.

§ Knowledge of retail shipping, receiving, and stock management methods and procedures

§ Ability to summarize and reconcile sales and operating statistics, and to prepare routine statistical reports.

The above job description is not construed as an exhaustive statement of duties, responsibilities or requirements. It should be read each year during the Annual Assessment Interview; if needed, it should also be actualized.

Once the form is filled, it should be signed by both jobholder and managers (n+1 and n+2).

Particular events such as organizational changes, or advancements, or transfers, … should be considered as other opportunities to actualize the job description.