Customer Service Coordinator | Jobs In Dubai

Job Responsibilities:

Customer Account Management:

• Maintain effective communication with sales managers and customers to strengthen existing relationships and ensure timely responses to all sales-related requests.
• Manage customer accounts by conveying their requirements to relevant internal teams, and track order/PO progress with departments such as Manufacturing, Service & Spare Parts, Sales, and Technical Support.
• Oversee and escalate issues related to customers’ order books, shipping schedules, and any complaints (e.g., returns, credit notes, debit notes) with relevant DAIKIN stakeholders (Logistics, Finance, etc.).
• Confirm customer orders, issue pro-forma invoices and quotations (via CRM if requested), create delivery schedules, and coordinate with Sales, Logistics, Finance, and customers to ensure smooth shipment completion and issuance of final tax invoices.

Order Portfolio Management

• Enter new sales quotations into Salesforce (CRM), coordinate with the Sales team for pricing alignment, and provide clients with pricing information along with related delivery details.
• Keep customers informed about their order status, addressing any concerns or changes, and ensuring they receive updates on shipping schedules, order adjustments, and delivery timelines.
• Ensure orders are scheduled accurately in accordance with the customer’s Requested Delivery Date (RDD).
• Manage and maintain a detailed order book, ensuring that all order information, including quantities, specifications, pricing, and delivery schedules, is recorded accurately.
• Assist Sales and Finance teams in following up on customer payments, Credit Insurance Limits (CIL), overdue accounts, and overall account status.
• Prioritize orders based on customer urgency, specific requirements, and strategic importance, ensuring that high-priority orders are handled swiftly and effectively.
• Communicate with customers regarding all purchase orders locked in the SAP system.
• Keep both Sales teams and customers updated on order execution and product availability.
• Address and resolve any issues related to order fulfillment, such as delays, discrepancies, or product defects, and escalate to the appropriate stakeholders as needed.
• Ensure all orders comply with regulatory, quality, and company standards, collaborating with relevant departments to meet legal and internal guidelines.
• Continuously track and monitor all orders within the portfolio, ensuring timely processing and delivery, and proactively identifying and resolving potential issues to prevent delays.

Delivery Execution

• Create deliveries in SAP and share the details with the Logistics team.
• Handle administrative tasks and shipping formalities to ensure smooth handover to Logistics.
• Coordinate with customers regarding site delivery, collecting all necessary contact information to be shared with both Logistics and the third-party warehouse.
• Verify the Credit Insurance Limit (CIL) against customer orders and ensure that accounts are cleared from any blocks to proceed with the order.
• Obtain required management approvals for any changes made to SAP orders.
• Assist in coordinating the creation of Letters of Credit (LCs) with the relevant parties, including the CCD team, Logistics, and clients.
• Send original invoices and Proof of Delivery (POD) to customers, while copying the Finance team for payment collection.

Reporting

• Prepare monthly and weekly sales progress reports for the designated region (UAE).
• Ensure that processes are clearly defined and adhered to, in compliance with J-SOX rules and regulations.
• Monitor the allocation of actual costs against the approved budget and provisions for each project.
• Monitor CSR (Customer Service) – KPI’s throughout the Financial Year.

Job Requirements:

Experience & Knowledge:

• Minimum of 1-3 years of experience in similar field.
• SAP knowledge is a must.
• Sales Force is a plus.

Education:

Bachelor’s degree graduate.

Skills:

• Excellent Knowledge of Excel, Power point, Power BI (is a plus).
• Good communication skills (verbal and written) .
• Problem solving skill.

Personality Attributes:

• Analytical skills
• Quick learner
• Attention to details
• Can handle deadline and pressure (Sense of urgency)
• Organized

Preferred:

• Knowledge of Hindi/any other language is considered as an advantage.
• Knowledge of logistics & supply chain & sales cycle is also an advantage.
• Working directly with distributors & dealers in HVAC industry will be an advantage.