LCS Customer Service Support Analyst (Temporary)

Emerson Measurement Solutions LCS Customer Service Support Analyst provides day to day support for the MEA Lifecycle Services Team. The position calls for an efficient and dynamic person who can manage and execute all the Service order management and Support requests in coordination with the Dubai Regional Office. The daily activities include service order entry/booking, invoicing, Dispute Management, Customer focus, logistics support for goods received and follow-up on vendor payments.

Your role responsibilities will include, but not be limited to, the following: 

• Manage Order to Cash process flow for lifecycle field services in the Measurement Solutions organization.
• Screen and Log orders in CRM, upload all documents to OCM.
• Meet or exceed the orders service levels. Desired service level to submit field services tier (0) orders in 1 day from receiving customer request/PO.
• Independently manage the service orders booking and invoicing for the LCS activities
• Coordinate with service area managers on field service jobs schedule
• Assign field jobs to service engineer in Oracle service cloud.
• Update projects financials based on the cost reports made available each period by finance department.
• Issue purchase orders to factory or third-party service vendors (if applicable). Review and receive supplier/factory invoices for timely payment.
• Complete PO receipts, upload vendor invoices to Dataserv to settle down payments to vendors on time.
• Warranty and Goodwill order processing related to Spares and Coordinating with Customer and Logistics Team for shipments.
• Ensure trade compliance and due diligence in collaboration with MSOL gate keeper.
• Carry out new customer and vendor registration in the respective business systems as required.
• Adhere to local and international Emerson Trade Compliance and Quality Management procedures, as well as the Emerson Ethics Policy, with respect to all business activities.
• Follow local work instructions for field services orders to meet ISO9001 requirements.
• Prepare calculation sheet for field service jobs, submit final calculation to customers for approval.
• Submit final invoices with supporting documents (signed time sheets & Engineers expenses) to customer.
• Review debriefed job by service engineer, approve field Job and close service requests in OSC with support of field service area manager.
• Submit final invoices to customers to obtain payments as per agreed payment terms.
• Manage monthly sales forecast by updating POR file in coordination with service area Managers.
• Attending/Leading the Regional Bi-weekly calls to have frequent communication with Engineers and ensure timely support.
• Resolve disputed invoices issue and provide resolution to finance.
• Any other stretch assignments as deemed appropriate by the Manager.

What do I need to be considered for this role?

• Bachelor’s in Science and Engineering
• Administration & Organizational skills
• IT skills
• 1-2 years of Experience
• Excellent command on Spoken & Written English