I. Department Roles & Responsibilities Securing Delivery & Installation Capacity, Discover & Organization Customer Pain Points, Management of Installation Quality and KPI, Operation and Monitoring of Policies, [Mission/Vision Statement] o The LMD mission is to ensure sufficient capacity and accurately comply with the delivery date requested by the customer to deliver and install the products. [Department R&Rs] o The Department is responsible for overall process handling with Client request and resolving issues as well as coordinating with vendors designated to provide LMD Service to Customers.
- Delivery Management Check delivery schedule, information, etc. for orders Manage the order/installation capacity Make load plans to ensure delivery on the date requested by the customer
- Return Management Create a load plan to retrieve the product that the customer requested to return Manage whether returned products are in stock properly
- Installation Quality Management Make and manage installation guidance for technicians Train and develop technicians to install appliances properly
- Cost Settlement Management Billing and buying management Validation of costs and management evidence(PODs) for billing and buying
- Key Performance Indicator(KPI) Management Net promoter score(NPS), On time delivery(OTD), Defect occurrence rate, etc
- Customer Claim Management Communicate client and vendors to resolve customer claims Manage customer claim and set up claim resolution process
II. Individual Roles & Responsibilities.
- Monthly Closing Procedures: o Prepare and finalize data for monthly closing files, ensuring accuracy and completeness in the billing templates.
- Accounts Payable and Receivable Management: o Generate all AP and AR in the GSI system to ensure proper revenue recognition and expense tracking.
- Invoice Management with Service Providers: o Collaborate with service providers to obtain accurate accounts payable details, ensuring timely receipt of invoices and effective follow-up on outstanding items.
- Billing Coordination: o Follow up on any required billings related to incurred expenses and coordinate with clients to ensure timely invoicing based on agreed terms.
- Audit Collaboration: o Work closely with the audit team to review discrepancies in billing, facilitating the re-invoicing process as necessary to resolve issues.
- Communication with Finance Team: o Maintain clear communication with the finance team regarding receivables management and ensure timely follow-up on accounts payable disbursements.
- Cumulative Closing Management and Profit/Loss Oversight: o Manage cumulative closing processes and monitor profit and loss statements to ensure financial accuracy.
- Expense Billing Coordination: o Discuss and arrange billing methodologies when expense categories differ, ensuring compliance with company policies and client agreements.
- Financial Reporting: o Assist in the preparation of financial reports and analyses to provide insights into company performance, aiding in strategic decision-making.
- Stakeholder Engagement: o Serve as a point of contact for internal and external stakeholders regarding financial inquiries, ensuring clarity and professionalism in all communications.
- Process Improvement Initiatives: o Identify areas for process improvement within the accounting functions and implement solutions to enhance efficiency and accuracy. [Extra R&Rs] Extra R&R can be added by mutual consultation.
III. Core Competency Required for This Position
- Excellent communication and interpersonal skills
- Previous customer service experience
- High proficient in Microsoft Office, specifically Excel, PowerPoint
- Roll-up your sleeves attitude
IV. General Background A. Supervision - List the number of people this position supervises if any, either directly or through subordinates, and describe the degree of supervision. 1, Team Leader B. Confidentiality - Describe the exposure level to confidential company information. Explain the type of data handled. All personnel, customer, financial, and legal data - highly confidential C. Responsibilities - State the extent to which an error in judgment on the job would result in loss of time, expense or public/employee good will.
Wrongful judgment in the privacy law could incur substantial financial damages and time consumption for company.