Danaher Corporation Customer Support Admin in Mumbai, India
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.
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.
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
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
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.