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Danaher Corporation Customer Support Admin in Mumbai, India

Result Focused

The desire and commitment to achieve results and complete what one starts in a timely manner. Possesses a strong record of achievement. Has a good work ethic. Drives priorities.

Team Player

Collaborates easily with others to achieve common goals or to support a common purpose. Helps to promote a positive collaborative environment by encouraging cooperation, feedback and trust both formally and informally.

Customer Focus

Is committed to meeting the expectations of customers; acts with customers in mind; has first-hand knowledge of the customer requirements and preferences and uses it for improvements in products and services; a customer champion

Responsibilities:

Active participation and contribution to the Daily Gemba Walk. Highlight all failures/ likely failures & taking timely actions collaboratively to mitigate any further occurrences.

Ensuring 100 % adherence to Audit Guidelines w.r.t. Order processing, order acknowledgment, order visibility, shipment visibility, promise dating, special conditions etc.

Drive & implement the finding from customer (internal) engagement programs to understand their requirement by taking 360 degree feedback.

Implementing business strategies to enhance revenue, achieve pre-set month-on-month forecast targets .

Liaises with other functions to ensure alignment and an enhanced customer experience. This includes but is not limited to working with Planning, Logistics, Sales, Marketing, and Finance.

Adhere to the banking, finance & International Commercial Terms (Incoterms) guidelines of documentation in Letter of Credit & Cash Against Documents.

Analyses and summarizes data on all facets of the operations to drive transparency and objective and strategic decision-making and proposals.

Ability to strategically manage operational responsibilities than just "getting the job done".

Develops, establish & monitors the processes which best utilize team talents for the purpose of meeting goals

Solely execute local procurement, placing orders on existing Approved Supplier List (ASL) and Approved Service Provider List (ASPL - Service Supplier) and come up with best cost saving option for the organization. Adhere to guidelines as per quality & process documents.

Role Purpose (The reason the role exists in the organization)

Assists in planning and execution of various distribution & logistics activities. Booking & execution of orders in system. In CSA role, he/she will be expected to perform the following tasks and responsibilities

Goals:

Order processing (Avg. wtage: 40%)

  • Responsible for processing the orders in BCISA / BCIPL OU module

  • Accuracy in delivery & dispatch of goods

  • To ensure On-Time-in-Full (OTF) in the range of 90% - 95%

  • Invoicing & Documentation of Letter of Credit & Cash Against Documents

  • Ensure all the documents as sent through bank on timely basis

  • Ensure all approval are in place before booking order

  • Generation of credit notes in case of errors and generating revised invoice

  • Creation of extended warranty contracts for past USD orders

  • Getting the items priced in Oracle

  • Providing of expiry data to distributor / customers

Accuracy and readiness of order booking & RevenueTo ensure On-Time-in-Full (OTF) in the range of 90% - 95%

Business & Customer focus (Avg. wtage: 20%)

  • Actively involved in forecasting revenue from backlog & expected order

  • Close coordination with local and global planners, ensure timely deliveries

  • Review, analyze and action on a regular basis, OBI reports and any relevant Reports (i.e. backlog, instrument status, contract status, etc.)

  • Be pro-active in terms of customer service improvements

Daily ManagementDevelop / Improve process

Record keeping (Avg. wtage: 10%)

  • Update Quality Documents for the Quality & Process Team as per ISO standards

  • Record the data in a systematic manner

  • Audit readiness – Handling internal as well as external audits

  • Be able to organize data for record keeping and easy referencing

  • Complete documentation of OTL

  • Providing of data on monthly basis for OTL monitoring

Data readiness/ Availability of dataData accuracyQuality of Analysis

Forecast accuracy (Avg. wtage: 10%)

  • Meet the revenue forecast accuracy +/-15%

  • Cross functional coordination (sales, sales planners, finance, logistics) - Liaise with Logistics & Service incase of custom clearance and documentation & installation as per customer commitment

  • Regular follow-ups & timely escalation

  • Provide visibility to all stake holders

  • Prepare OTD DM data for CSA part

Timeliness of reports generatedAccuracy of reports

Procurement (Avg. wtage: 10%)

  • Negotiate with vendors, finalize and release PO

  • Ensure timely delivery and installation

  • Work with existing ASL / ASPL and also search for new vendors those are cost benefit

  • Submit vendor invoices to Finance and ensure timely release of payments to vendors

  • Adhere to the documentations and guidelines as per process documents as per ISO standard

  • Document readiness & handling internal and external audit

Timelines in delivery of third party supplies

Administration (Avg. wtage: 10%)

  • Vendor & Distributor management, documentation, agreement, claim releases

  • Office stationery, Forex or any other admin related requirement

Updated record & timely renewal of Distributor agreements

Education and/or Experience

5 years or more experience as Customer Support Administration with global intercompany interaction, knowledge of Letter of Credits, Incoterms and international transactions, , perfect understanding of process. Experience in Oracle operations and MS Excel efficiency . Good English spoken & written skill a must. Graduate (any stream) or MBA in Business Operations.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.

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