Scope and Purpose:

• The Incumbent executes service-related Order Management activities across MEA with a strong focus on ‘in- time’ delivery fulfillment in collaboration with, and support to, internal departments (e.g. Logistics). The role aims to ensure that the required services, spare parts, adaptation, volume products and exchange-repairs are delivered to the customer in time, meeting with client expectation and directly contributing to the overall success of the service business unit.
• The incumbent is responsible for e2e administration of all service contracts.

Key Result Areas & Responsibilities:

• Responsible for ORDER PROCESSING, in accordance with internal guidelines, of service contracts, on-demand services, resellers, and authorized service providers in the MEA Region.
• Responsible for service ORDER ADMINISTRATION and customer service work focused on optimizing and monitoring processes related to service order processing, shipping, and returns.
• Responsible for coordinating necessary local service and spare parts logistics activities.
• Perform service order settlement in accordance with the customer requirements / service request, and in accordance with internal guidelines.
• Continuously monitor with the SCM the ability/availability to meet customer demands.
• Allocates the revenue from service contracts calculations to the correct product groups.
• Accurate booking of free-of-cost material that is related to AMC / warranty in SAP.
• Ensures service order clarification and feasibility checks.
• Supports internal customers on prioritization in case of competing requests and/or resource shortage.
• Investigate and resolve issues that may arise with service orders, service contracts, and delivery through coordinated efforts and cross function collaboration.
• Timely Reporting and Escalation to the Manager Order Management of all and any issues.
• Responsible for accurate execution of commercial terms of service contracts, invoicing and follow up of outstanding payments all in accordance to internal guidelines and processes.
• Responsibilities include: Bank guarantees, Letters of Credit, INCOTERMS, Export Control Issues, payment terms, insurance, credit limit monitoring [Sub-region specific].
• Coordinate effort with the Finance and Accounting teams to resolve any discrepancies and ensure accuracy on all credit, payment, billing and return issues.
• Service Contract Administration:
  
  • Administration of service contracts (system wise) from setup to end-of-term
  • Populate service contract information/data, including warranty information/data where applicable, to the CRM system
  • Maintain service contract information/data integrity in the CRM systems (events, anniversaries, renewals, increases etc.)
  • Executes the invoicing processing for service orders in accordance with the internal guidelines and processes

Requirements:

• Personality / Skills / Professional Qualification & Experience
• Business administration qualification, Industrial Clerk or equivalent
• Experience in order processing and logistics (forward and backwards)
• Analytical mindset with a structures and independent working style
• Team orientation with strong communication skills and structured work style
• Strong time management and planning skills
• Able to work independently and under pressure
• In-depth knowledge of export regulations and Incoterms
• Broad Knowledge of SAP ECC and CRM modules and ability to utilize SAP tasks
• Proficient in spoken and written English
• Strong Microsoft Excel and Outlook skills with good analytical skills

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. 

 $$ HR Team Dubai $$ [email protected] $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&careerjobreqid=26534&careerns=job_application