Lcs Customer Service Support Analyst

3 weeks ago

Dubai, United Arab Emirates Emerson Full time

**LCS Customer Service Support Analyst (1 year Contract).**

Emerson MSOL 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 implement 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.

**In This Role, Your Responsibilities Will Be**:

- Lead Order to Cash process flow for lifecycle field services in the Measurement Solutions organization
- Screen and Log orders in CRM, upload all documents to Oracle.
- Meet or exceed the order's service levels. Desired service level to submit field services tier (0) orders in 1 day from receiving customer request/PO
- Independently own 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 engineers in Oracle service cloud.
- Update project 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 Data SERV 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
- Handle monthly sales forecast by updating POR file in coordination with service area Managers
- Attending/Owning 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.

**Who you are**:

- Motivated & Effective in Quick Actions
- Attention to detail, hard worker, proactivity, collaborative, willingness to interact
- Ability to work under time pressure and problem solving skills.
- Excellent Customer sense and a proven self-learner
- Excellent verbal and written communication skills in English.

**For this Role, You Will Need**:

- Administration & Organizational skills
- IT skills

**Preferred Qualifications that Set You Apart**:

- Bachelor’s in science or engineering.
- 1 -2 years of Experience.

**Our offer to you**:
We recognize the importance of employee wellbeing and know that to do your best you have flexible, competitive benefit plans to meet you and your family’s physical, mental, financial, and social needs. We provide, a variety of medical insurance plans, Employee Assistance Program, tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.

The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.

Our training programs and initiatives focus on end-to end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship, and coaching, project management, and on-the-job training.

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