Job Description
What You’ll Do
Responsible for performing a board range of coordination and administrative of business support tasks in Service Operation. The key business tasks covers the overall service operation key components such as service contract, work order, install base / asset, inventory, purchase order, invoice, billing, and subcontractor management. This role is critical to ensure the data accuracy and quality in the system is maintained.
Assets / Install Base
• Undertake the creation and update assets and location details from Salesforce and SAP
Service Contract
• Create and Update service contract by reviewing the internal handover and matching the details between quotation, PO, customer credit status, asset, and other details (current open open work order, contract) related to the contract.
• Process the work order(s) generated from service contracts to have accurate and correct information (suggested maintenance date, WOLI, customer, install base/asset, addresses) required for coordinator to schedule the work
• Coordinate with Finance on invoice creation / billing for service contracts
• Assist Finance in monitoring the customers’ credit health status and providing inputs on credit issues as required
• Address and resolve inquiries related to Service Contract, effectively managing SharePoint for Replaced/De-commissioning UPS Details and Credit application.
Work Order
• Review the services handover from BDM, project and Internal Sales Representative, and match details between quote and PO, customer account check before creating the work order in salesforce system
• Undertake Work Order creation, raise Sales order according to both Quote and PO in Salesforce and SAP.
• Assist Finance in monitoring the customers’ credit health status and providing inputs on credit issues as required
• Review handovers from BDM & Internal Sales, align details between quote and PO,
• Address and resolve inquiries related to Service Contract and operation sales, effectively managing SharePoint for RMA, record Replaced/De-commissioned UPS details and Issue Credit for over-invoicing.
Training, Induction and Insurance Record Management
• Monitor Eaton and subcontractors’ certificate of insurance, induction, and license validity
• Maintain the records in the management system
General
• Host weekly or fortnightly meeting to meet with BDM and ISR to go over the handover of contracts and work orders
• Provide weekly, fortnightly or monthly dashboard (as prescribed) on the service contract, work order, and record management
Qualifications
• Bachelor's
• Minimum 3 years’ experience in Customer Service. Administration: Experience in an administration role.
Skills
• Understanding of Eaton business processes & systems
• IT Skills: Experience of confidently using Microsoft office and has experience with Microsoft SharePoint
• Databases: Experience of using SAP, Oracle, Salesforce is preferred but not required
• Microsoft office (Excel, Word, PowerPoint
• Solid understanding of markets (customers, end customers and competitors) and how our products service those markets.
• IT Skills: Experience of confidently using Microsoft office and has experience with Microsoft SharePoint
• Customer Service Skills: Experience of being in a customer facing role
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