Internal Operations
Research item requirements in ERP, Lotus Notes or other information sources and calculate costs and prices for quotations and orders with support from internal customers such as Finance, Logistics, Sales & Japan/USA service parts
Coordinate with Japan & USA service parts teams to obtain internal inter-company quotations and clarifications for on-shore inquiries
Coordinate with Singapore, Japan & USA service parts teams to obtain external customer quotations and clarifications for off-shore inquiries
Consult with both internal and external customers to resolve questions, concerns and disputes.
Enter service parts quotations and orders into Elliott CRM & ERP systems.
Identify & ensure that commercial terms are met (i.e. Letters of Credit deadlines, shipment preferences, lead-time commitments.
Review and resolve any technical and commercial discrepancies in customer purchase orders in consultation with Sales
Prepare Order Acknowledgements
Prepare Purchase Requisitions and send to Logistics / Purchase for Service Parts PO execution
Effective use of the CRM and ERP system to efficiently service customer needs.
Maintain Item, Customer & vendor Masters in ERP as pertaining to Service Parts
Ensure GST rules are met - HSN codes, impact on costing, Anti-Profiteering Legislation
Maintain records of Service Parts activity and business for both on-shore and off-shore quotations
Submit SVP monthly outlook or forecast
Evaluate and monitor local supplier performance
Monitor and report KPIs for customer satisfaction KPIs (QCT, OTD), process analysis & improvements as per QMS
Review ISO process to meet requirement
Emergency and after hours phone coverage
GS Sales Support
Provide Service Parts quotations and necessary clarifications to Sales in response to customer inquiries via telephone, fax and email
Prepare and maintain installation-wise Overhaul parts list in consultation with FS to support increased SVP business
Review and firm up Commercial terms in consultation with Sales & Management as per Company guidelines
Interaction with Elliott Group aftermarket sales to our customers, sales representatives, agents, etc. to insure healthy customer relationships.
Assist all other sales personnel as required.
Customer Support
Provide necessary technical and commercial clarifications to customers, as may be necessary
Assist customers with basic parts requirements for normal apparatus maintenance. Recommend stock levels for critical components.
Conduct follow-up with customers on all quotations not pursued by the field sales force, and provide status reports as required.
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