Customer Service Planner

Your role

Mission:

To provide efficient and accurate support to CTS customers. Provide accurate and efficient scheduling and forward planning. Ensure that all gathered information are accurate and synced with other divisions. Close collaboration with service operations team, sales team, logistics and admin team to provide a smooth end to end process to customers and attain department goals and KPIs.

Job Description:

• Ensure accurate and efficient scheduling job deployments including but not limited to service order number, parts availability, customer requirements, FSE availability, permits, and others needed to execute the job
• Ensure that FSEs are fully utilized with a forward planning of at least 2 weeks
• Ensure KPIs are met or exceeded, WIP, PCNF, CNF, backlog, man-hours correction in the system for the wrong code use, MAM sync, proper tagging of productive and NPH, Vanstock and others needed to support operations team
• Ensure timely submission of documents to admin team for invoice processing
• Ensure to maintain a digital copy of all service files including but not limited to invoice, visit reports, delivery receipts, COC and other files needed to support invoicing and billing
• Make sure that all parts orders are accurately processed and delivered on time
• Monitor customers under service plan and make sure that orders are pro-actively booked and scheduled efficiently (forward planning, current month plus 2 months)
• Ensure after the contract creation and 1st visit are conducted. succeeding visit will be processed in Auto Open and monitored by the planner
• Ensure a 2-4 hour response time to all customers and stakeholders
• Ensure targets and forecast for revenue are achieved.
• Attend and participate in regular team meetings to address concerns, issues, discuss best practices, people recognition and process improvements.
• Participate as needed in customer collaboration meetings with promptness and diligence.
• Follow standard processes and procedures published in the Atlas Copco Management System
• Perform duties in accordance with Atlas Copco standards, while striving to meet the needs and expectations of the customer

Sustainability:

• Conserve environmental and company resources by adapting to digital work instructions and programs.
• Actively report risk observations through Bwise or as instructed by the SHEQ (Safety, Health, Environment and Quality Control) supervisor.
• Participate in Health and Safety programs and observe SHEQ policies and guidelines. (see Quality Management in Sharepoint for reference)

Performance and Development:

• Subscribe to individual training and development program in Learning Link.
• Participate in all employee engagement programs such as: Cafehan, team building, bootcamp, toolbox meeting and ACEC.
• Provide objective feedback to immediate manager for improvement, share bright ideas and report BCOP (Business Code of Practice) violations within the organization or of external stakeholders.

Others:

• Any additional task that will be assigned depending on appropriate training, experience, qualification, and authority commensurate to responsibilities and available resources.

To succeed, you will need

Experience

• Desirable working experience in a similar industry as customer support doing planning, scheduling, admin support, project management, and the like.

Knowledge

• Computer proficiency
• Proficient in Microsoft applications such as Excel, Word, PowerPoint, Outlook, etc.
• Knowledge in SAP, Power BI and other ERP
• Excellent communication and presentation skills both written and verbal
• Customer Relationship / Retention skill / Coaching and Mentoring
• Product technical knowledge

Education Requirements:

• Bachelor’s degree in engineering, business or equivalent
• Demonstrated success in providing customer support and customer relationship management.
• Proven customer centric attitude and ability to adapt/respond to different customer needs.
• Ability to write clearly and concisely.
• Demonstrated ability to work effectively under different conditions and locations.
• Thrives in dynamic, uncertain, and fast-moving environments.

In return, we offer

Benefits upon hire:

• Group Corporate Travel Insurance
• Group Life Insurance
• Meal Allowance
• Mobile Allowance/Mobile Plan
• Online Training Programs
• Personal Accident Insurance
• Shuttle service/service vehicle
• Birthday GC
• Coffee Allowance
• Company Events
• HMO
• International Training Programs
• Bigger Overtime Payment
• Bigger Regular Holiday Payment
• Wellness Program
• Christmas GC

Benefits upon regularization:

• Christmas GC
• Christmas Door Prize
• Annual Salary Review
• Medicine Allowance
• Medicine Subsidy (70/30) - Group Hospitalization Plan
• Gratuity Pay
• Rice Allowance
• Salary Loan
• Uniform
• Wedding Gift
• Service Award
• Retirement Plan
• Bereavement Benefit
• Bereavement Leave
• Sick Leave
• Prolong Sick Leave
• Vacation Leave
• Additional Anniversary Leave

Other Perks:

• Free medical exam
• A friendly, family-like environment
• Plenty of opportunity to grow and develop
• A culture known for respectful interaction, ethical behavior and integrity.
• Access to global Job opportunities, as part of Atlas Copco Group

Job location

Contact information