• Customer Order Management Specialist Jobs in Dubai - 2091862

  • 3 - 5 Years
  • Dubai (Dubai)
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Job Description

Job Description Overseeing and coordinating the customer service activities to meet goals, quality and Customers needs & objectives while setting andor prioritizing tactical issues, and evaluations based on Customer demandstrendsneeds
Provides first class customer service towards customers First point of contact for Stryker indirect business distributors;
Support and execute the logistics in accordance with customer requirements, Business rules, CSD objectives, RAQA and Trade Compliance
Interact with Supply Chain for inventory availability
Interact with responsible functions to ensure right allocation decisions are taken
Support tactical issues with forwarders, distribution coordinators and customers;
Reporting towards customers, Sales, Finance and RAQA
Identify opportunities for service & process improvement
Participate in initiatives projects to improve service, productivity, processes andor cost reductions
Will ensure compliance with all aspects of our Quality Management System, from alert notification through total customers satisfaction
Will support the Customers and Sales force through continued system and or policy improvements
Maintain team and individual compliance

Sales Orders management

Upload customer SOs in Oracle system
Check and request allocation of items located in Overstock to the new SOs received from the customers
Prepare specific forms and ask for approvals according to internal procedures
Update prices in orders after sales and finance approval
Book customer SOs in Oracle system
Send SO ackowledgements to the customers in a specific period of time
Organize timely responses to the customers regarding product availability, pricing requests, lead time
Follow POs creation in Oracle and communicates with DC Venlo if needed
Follows d the Line status of each item ordered and liaise with needed departments in order to release the holds if needed
Letter of Credit management
To follow up on Letter of Credit receipt for tender related and high value orders
To liaise with various departments (Finance, Venlo warehouse, Trade Compliance, Distributor) to ensure compliance with Letter of Credit requirements and if necessary to coordinate with distributors the amendment and get necessary approvals in place
To coordinate with external forwarders the collection of documents required in Letter of Credit especially for Drop Shipments
To support Finance team and coordinate with distributors for collecting necessary LC related payments
To support RAQA team in preparation of DOC file for import purposes for registered countries

Shipments management

Organise customer shipment deliveries together with Venlo Warehouse
Organise drop shipments from USA suppliers together with Venlo Purchasing department and suppliers representatives

Archiving management

Archive documents and approvals in One Note according to the procedure

Specific reporting

Prepare and deliver periodic open orders or sales reports to the customers or to the sales department

Complaints and returns management

Register, monitoring and closure of product inquires (PIs) in Trackwise system (for NV)
Receive and create customer complaints in Oracle
Upload and book RMAs in Oracle for items returned by the the customers
Organise shipments for items returned by the cstomers to Venlo
Issue credit notes for value according to the procedures

Technical Service support

Create orders for repairs, approve and receive the orders in Oracle system
Process invoices in Oracle system for technical service repairs

Specific invoices management

Process invoices in Oracle for transport recharges to the customers

Pricing management

Upload, update or create price lists in ORACLE

Support for colleagues in CS departments and from other departments

Create and deliver Orders on Credit Hold report for finance (daily)
Keep control on customer payment terms with Finance to ensure shipments are being performed according to the requested conditions
Support Finance with info related to shipments projection
Assist during Divisional, BSI and internal audits by collecting requested documents and forwarding them to the Intl CS Manager within the requested deadline
Support RAQA Team with quality issues related to product recalls, product holds, PERs and any other quality related matter
Offer help and support to the other CS employees whenever needed
Other responsibilities related to customer service activity

Business and Tender Support Responsibilities

To provide support to the sales team towards quotation preparations and margin check, price history
To provide support to the relevant sales team toward Tender preparations (items availability, lead time, country of origin, cost) and submission of documents before due date
To liaise with various departments (RAQA, Finance, Purchasing, Technical Service, Trade Compliance etc) in gathering information and documents for tender preparations
To keep updated files for each direct tenders submission including bid bond, performance bond, commission letters, service agreements & letter of intents
To ensure alignment of orders with tender contracts upon award and ensure compliance with signed agreements
To keep updated files for distributor letters of authorization and distribution agreements
To assist the development and implementation of distributors price lists in liaison with Sales leaders
To keep control on customer payment terms with concerned Area Managers and Finance
To be occasionally available to attend booth conferences, assist in workshops and meet customers

High customer focus;
Excellent communication and interpersonal skills;
Effective communicator and goal orientated
Ability to interact in a professional manner within an international environment, taking into consideration cultural differences;
Pro-active approach in determining market needs and translating these needs into CSD requirements;
Ability to interact in a professional manner within an international environment, taking into consideration cultural differences;
Team player;
Knowledge of international trade and export documentation
Ability to take full ownership;
Effective analytical and problem solving skills
Effective organizational skills
Demonstrated record of strong relationship building
Experience in Oracle, SAP and CS processes
Excellent knowledge of English
3-5 years of customer service experience or equivalent experience

Must be able to generate and explain proposals, guidelines, priorities and procedures
Must be able to analyse and resolve routine issues using independent judgment
Must be able to routinely make decisions that affect the service levels to our Customers both internal and external
Experience in International Customer service & Distribution processes
Experience with preparing export documentation;
Excellent knowledge of the English language;
Basic PC skills
Experience with Oracle, SAP and MS Office applications
Knowledge of international trade;
Experience with International Standards (eg ISOFDA)

Reports to Customer Service Manager;
SYK communication Demand Planning, Operations, RAQA, Manufacturing Locations, Distribution Coordinators, Finance, Technical Service, Trade Compliance
External communication Indirect business distributors, OEM Manufacturers, Carriers, LRD

Work From Home No

Travel Percentage None

Profile Summary

Type:Company Job

Role:Audit & Risk

Industry:Manufacturing/Industrial, Healthcare

Salary:As per Industry Standards

Function:Accounting/Tax/Company Secretary/Audit

Deadline:13th Jan 2020

Company Profile

Industry Healthcare (Medical Equipments & Supplies)

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