Customer Service Coordinator

2 weeks ago

Dubai, Dubai, United Arab Emirates Ghobash Group Full time

CNS Engineering Service is a leading technology and innovation company that brings cutting-edge solutions to the engineering and construction sector. With a diverse portfolio of consultancy, hardware, software, and services, we offer a one-stop-shop solution for engineering needs.

We leverage our expertise in Building Information Modelling and CAD services to make construction processes seamless, efficient, and cost-effective. Our experienced BIM/CAD drafting service providers generate and manage digital 3D models that streamline decision-making throughout projects.

Job Overview

  • Prequalify each enquiry by verifying customer information, visiting websites, making calls, and collecting work location details to prepare quotes.
  • Develop proposals and service agreements in collaboration with Sales Managers, adhering to CNS approved formats with all terms and conditions intact.
  • Ensure costing sheet approval for each quote before sending proposals to customers.
  • FOLLOW UP ALL PROPOSAL SUBMISSIONS WITH A CALL TO THE CUSTOMER TO ENSURE RECEIPT OF OUR PROPOSAL AND GET INITIAL FEEDBACK FROM CUSTOMERS.
  • In case of service commencement based on email confirmation, track opportunities and ensure LPO, Contract, or PDC secured within one week from service commencement. If not, services should be suspended within a week.
  • Follow up on documentation with customers - LPO, Contracts, TL, VAT, CAF, etc.
  • Verify orders including customer documents and payment details and acknowledgement.
  • Update billing department on receipt of LPO or Contract with start and end date to be added in Staff Assignment and control sheet.
  • Contact customers 10 days in advance before the LPO or Contract end date to follow up on extension orders or demobilization notice.
  • Inform Lead TA and Business Partner about extension or demobilization notice and update billing department to add in Staff Assignment and Control sheet.
  • If extension of service is received by email confirmation, ensure that the validity of LPO or Contract with Lead Business Finance whether it is good for billing.
  • The grace period for extension of service is 10 business days within which documentation should be completed or effect stop service.
  • Assign serial number and date for all proposals and contracts and store them in an easily retrievable manner supported by costing sheets.
  • Should be able to produce all customer proposals and contracts with order confirmations, Credit applications forms, Trade license copies, vendor registration, and VAT certificate of customers for our audit purposes.
  • Responsible for submitting all proposals and quotes before the due dates in case of RFQ. Standard enquiries should be responded to the same day or latest by the next day.
  • Coordinate sales appointments and customer visits when necessary.
  • Coordinate service commencement with HR operations manager.
  • Update HR operations manager on daily order confirmations and service commencement requirements.
  • Attend weekly meetings with Lead business Finance and Lead TA and BP to update weekly staff assignments, service started, extension/demobilization notice, etc.
  • Attend weekly meetings with Lead business finance, Billing Specialist, and HR and Operations Manager to review pending billing and update actions taken.
  • Support Debt collector with supporting documents like customer order, contract copies, contact details to ensure collection of our due monies.
  • Be the face of the company with the customers and always be polite and courteous irrespective of how the customers behave.

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