CDI – Customer and Logistics support Officer (Junior/Senior) H/F

1. MISSION

• Day-to-day operational support of our regional customers: component return, supply and repair
• Review repair quotations, identify discrepancies and negotiation with the repair station
• Seek repair quotation approval from the customer
• Coordination with the around-the-clock AOG team and on duty for Spares located in Dubai’s pool
• Responsiveness to urgent requirements 24/7, outside normal working hours without delay with effective Support
• Perform standby duties (AOG) on rotation basis
• Comply with all US Export Control/ Dangerous Goods/ hazardous material Regulations
• Perform Visit or Audit to 3rd Party Warehouse, Partners as necessary
• To perform Inventory Management as necessary
• Process, package and ship orders accurately from the customer facility. You may be required to use the customer’s information system as well as OEMServices system
• Issue Airway Bill using customer procedures
• Receive and Inspect products for defects and damages and manage storage
• Plan and track the shipment of final products according to customer requirements
• Record traceability for all Parcel movements
• Follow-up Repair activities with the customer in close cooperation with the account manager
• Control the return cycle for unserviceable Components from the operator to OEMS
• Liaise, optimize and coordinate full customer order cycle with OEM.
• Build long term trust relationships with customers and suppliers
• Follow communication procedures, guidelines and policies.
• Handle complaints and provide appropriate solutions within the agreed timeframe. Follow up until resolution
• Liaise with other departments: promote teamwork and collaboration
• Record activity and contribute to continuous improvement initiatives

In case of senior role, the following duties are expected:

• Act as focal point for operations matters in the Middle East and Africa Region
• Lead, coach and motivates team members
• Attend Quarterly Review with customers lead by Account Manager
• Manage and solve claims by setting up associated corrective plans jointly with repair stations and customers
• Allocate and manage staff resources in the Customer Service Team according to changing needs, and ensure maximum utilization of resources

• Oversee and manage AOG rostering and assignment
• Participate to regular internal reviews involving General Manager and account managers, as well as key representatives from OEMServices headquarters.

2. JUDGMENT CRITERIA

• Adhere to OEMServices’ culture
• Quality of the Logistic Process flow and organization.
• Quality and on time response to OEMs/Customer’s requests.
• Quality of reporting.
• Quality of communication.

3. REPORTING

• Hierarchical Reporting: to OEMServices Head of Customer Support.
• Functional Reporting: to OEMServices General Manager
• An annual review will be carried out in order to assess performance/appraisal and define objectives.