Dispatch Coordinator - Arabic Speaker

Job description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Desired profile

On receipt of dispatch task request for field delivery the Dispatch Coordinator liaises with customers to arrange on-site visits, locates field engineer in accordance with geography and product skill level acquired. Ensuring parts dispatch & engineer ETA meets Oracle's contractual support obligations with the customer. Variations to the main dispatch function can include the management of parts only dispatch to site, initiation of a task to dispatch from Oracle badged or partner engineer already on-site, assigning dispatch tasks to partner owned contracts for support in indirect countries, and monitoring, chasing and securing expired parts returns from engineers, partners and customers.

RESPONSIBILITIES:
• Accepts the ownership of assigned task.
• Organizes field intervention activities with customer, Oracle or partner engineer.
• Communicates with logistics to ensure that the arrival of parts and engineer to site meets customer expectations and contractual obligations. Arranges and coordinates shipments and transport.
• Identifies if a part is in stock to replace a faulty part identified by an engineer Technical Support Center (TSC) or Field. Dispatcher uses logistics tool Soleil or web-tools pertaining to the dispatch of third party products, to identify stock location and organize delivery of replacement part to customer site from Oracle service centre warehouse.
• Monitors queue of Service Request tasks to ensure all open tasks are being managed in a contractual timely manner and acts as an escalation point for out-of-line tasks, resolving discrepancies related to escalation activities from missing parts, late parts arrival, dead on arrival (DOA's) and customer dissatisfaction.
• Responsible for monitoring and minimizing costs in delivery of spare parts. Reports findings to Field and Partner management.
• Is responsible for initiating invoices for partner management activities in in-direct countries. Notifies partner manager of reoccurring customer/partner discrepancies.
• Engages in Field Change Order (FCO) process for delivery of FCO parts to customers. As well as parts activity management, Dispatcher may drive FCO Service Request tasks when appropriate.
• Responsible to collect, maintain and notify Entrance Permit related to on-site visit (when required) according to customer's requirements and procedures and local law.

QUALIFICATIONS:
• Proven experience of Service Request management and resource control systems in support services environment
• Demonstrable Customer Services Experience.
• Some product knowledge an advantage in understanding spares component types, size & weight differentials.
• Local geographical knowledge required for matching engineer to on-site tasks.
• Has understanding of Logistics customs freight rules and Oracle Logistics parts ordering tools.
• Excellent verbal and written communication skills in English and Arabic
• Able to communicate and to negotiate with customer (understand issue and customer situation for cost-optimized delivery).
• Good customer care skills with the ability to resolve customer complaints efficiently.
• Organized, able to manage time efficiently and prioritize tasks and capable of remaining focused under pressure.
• Can be assertive and persuasive when dealing with Oracle badged engineers and partner engineers.
• Good understanding of Field Change Orders (FCO's) process and FCO parts shipments.
• Capable of managing and tracking outstanding spares as per outstanding for collection (OFC) status reports. And arranging parts returns.
• Able to provide utilization reports specific to dispatch activities to Field Managers and Partner Managers.

As part of Oracle's employment processcandidates will be required to complete a pre-employment screening process,prior to an offer being made. This will involve identity and employmentverification, salary verification, professional references, educationverification and professional qualifications and memberships (if applicable).