The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments?
Scope and Purpose
The Incumbent executes service-related Order Management activities across MEA with a strong focus on in-time delivery fulfillment in collaboration with, and support to, internal departments (e.g. Logistics). The role aims to ensure that the required services, spare parts, adaptation, volume products and exchange-repairs are delivered to the customer in time, meeting with client expectation and directly contributing to the overall success of the service business unit.The incumbent is responsible for e2e administration of all service contracts.
Key Result Areas & Responsibilities
- Responsible for ORDER PROCESSING, in accordance with internal guidelines, of service contracts, on-demand services and C-Segment volume products from customers, resellers, and authorized service providers in the MEA Region.
- Responsible for service ORDER ADMINISTRATION and customer service work focused on optimizing and monitoring processes related to service order processing, shipping, and returns.
- Responsible for coordinating necessary local service and spare parts logistics activities in alignment with the global SCM Unit.
- Perform service order settlement in accordance with the customer requirements / service request, and in accordance with internal guidelines.
- Continuously monitor with the SCM the ability/availability to meet customer demands.
- Allocates the revenue from service contracts calculations to the correct product groups.
- Accurate booking of free-of-cost material that is related to AMC / warranty in SAP.
- Ensures service order clarification and feasibility checks.
- Supports internal customers on prioritization in case of competing requests and/or resource shortage.
- Investigate and resolve issues that may arise with service orders, service contracts, and delivery through coordinated efforts and cross function collaboration.
- Timely Reporting and Escalation to the Manager Order Management of all and any issues that may
- Responsible for accurate execution of commercial terms of service contracts, invoicing and follow up of outstanding payments all in accordance to internal guidelines and processes.
- Responsibilities include: Bank guarantees, Letters of Credit, INCOTERMS, Export Control Issues, payment terms, insurance, credit limit monitoring [Sub-region specific].
- Coordinate effort with the Finance and Accounting teams to resolve any discrepancies and ensure accuracy on all credit, payment, billing and return issues.
- Service Contract Administration:
- Populate service contract information/data, including warranty information/data where applicable, to the CRM system
- Maintain service contract information/data integrity in the CRM systems (events, anniversaries, renewals, increases etc.)
- Executes the invoicing processing for service orders in accordance with the internal guidelines and processes
- Business administration qualification, Industrial Clerk or equivalent
- Experience in order processing and logistics (forward and backwards)
- Analytical mindset with a structures and independent working style
- Team orientation with strong communication skills and structured work style
- Strong time management and planning skills
- Able to work independently and under pressure
- In-depth knowledge of export regulations and Incoterms
- Broad Knowledge of SAP ECC and CRM modules and ability to utilize SAP tasks
- Proficient in spoken and written English
- Strong Microsoft Excel and Outlook skills with good analytical skills
