Lyle Recardo Murison

• Support Credit Control with customer payment follow-up
• Coordinate with SKAM/Finance for credit block orders
• Provide inputs to Key Account plans
• Execute action in KA Plans as per responsibility
• Send surveys to customers / Propose Rejection
• Follow-up and review customer responses
• Perform Close the Loop
• Escalate issues and follow-up
• Communicate with customers
• Define individual quick-win actions
• Discuss relevant CX feedback in KA Team and other functional teams
• Escalate to Central Continuous Improvement as needed
• Communicate and align defined actions to relevant customer contacts
• Share defined actions with functional teams (share best practices)
• Update KAP and inform the customer (as needed)
• Receive and score leads (when lead owner / Recurrent Business)
• Selling services - Follow-up upcoming Service events
• Identify and capture opportunities create and send quotes, including outputs from ORS and IR Process (Parts, Maintenance & Training - Outside Contracts)
• Define scope with customer, including amount of resources, activities, equipment and area of expertise
• For MRK, request resources based on TB, including expertise and skill level
• Upgrade Kits for Standard Solutions not requiring Service Project if Parts Admin is unable to, follow up installation date if missing
• Create Tetra Pak request in CRM for quotations or quote directly
• Agree commercial compensation with customer for rejected returns
• Support invoicing issues with customer when Parts Center needs assistance
• Coordinate request with Parts Centre
• Communicate commercial proposal with customer
• Lead new customer on-boarding process for ebiz and other services/tools available to customer
• Promotion of E-business
• Capture running hours from customer, pass to IBC/Mtn Coord for them to upload to Maintenance Meter program
• Receive repurchase request from customer
• Send TPMS Work Orders / Checklists / Routine Maintenance to Customer when not automated
• Align annual maintenance plan with the customer
• Remove wait statuses block
• Create customer SM01/SM02
• Create service request against service orders created
• Create and Prepare WO / WT
• Group work tasks under the same WO
• Agree with customer on what parts to order
• Plan / Change Parts when not automated from TPMS or in case of customer requests
• Review resource requirements and add tools / Equipment resource
• Add Earliest Start / Latest Finish Date on WT
• Change WO Status to 'Under Preparation'
• Check work / resource allocation in PSO
• Confirm visit with customer (including in the WO)
• Release WO / WT
• ETA Exception
• Secure and send the PO upon confirmation of the Service event with customer
• Confirm additional work with Customer during event
• Informs customer of MRK / Containment Solutions / Solution Kits / Action Orders
• Sets date with customer for installation (Coordinates event within TPMS maintenance event if possible)
• Validate additional costs added and secure updated PO for invoicing
• Housekeeping: For SM01/02 in CRTD status that will never be used, SAR can download the list to excel and have Serv Admin do it
• Create long term planning request via CRM Service Request
• Capture issue from customer only when customer contacts SAR
• Monitors opportunity pipeline / forecast for consumables based on potential vs actual consumption, including non-purchasing customers
• Perform lead management as per process
• Exclusive for non-transactional opportunities related to recurrent business
• Perform opportunity management as per process
• Exclusive for non-transactional opportunities related to recurrent business
• Interact with Sales Support for opportunity refinement and quotation as needed
• Involves SKAM as needed
• Leverage on insights from customers & data to upsell / cross-sell by creating leads and opportunities
• Manage on-going orders
• Explain the General Terms and Conditions for Genuine Parts On-time
• Request extension of existing customers to additional sales org, distr
• Channel etc
• Request update of customer name, addresses, customer tax, accounting information etc in local customer master
• Request creation/update/deletion of invoicing output records for local service KDS update of local customer data in SAP related to shipping method for local service KDS (order combination, shipping condition, complete orders, etc)
• Reactivate an existing customer ( overall block or flag deletion)
• Send hardcopy local stamped invoice by post
• Provide local parts (not handled by TSAB) pricing and leadtime information if SSN is not able to support
• Support SAC and coordinate with customers if SAC not able to got from on time feedback from customers e.g PO, payment, return, MU return, customer bank information, chemical parts contact person
• Coordinate for service order return (Spare parts and Maintenance units)
• Follow up service order delivery date and update ETA to related stakeholders, and feedback SAC if any improving request needed
• Provide correct contract name and part list to SAC or create order link to contract
• Maintain the correct contract information for e-biz customers
• Support SSN with parts transfer for incorrect deliveries
• Receive request, understand the nature of the problem
• Contact Planner to check the availability of resources
• Communicate to Customer through all stages of the Issue/Claim
• Create TI In QuTI-P; Fill TI Area & TI Details and Assign Issue Driver
• Complete Step Problem Description
• Check whether Consolidated Issue Exists
• Search for Possible Solution
• Order spare parts and track delivery status, Tetra Pak central portfolio Eq/SP
• Order material or labour and track delivery status, local Tetra Pak portfolio or 3PE
• Notify if a compensation request is raised from customer for Tetra Pak central portfolio Eq/SP, local Tetra Pak portfolio or 3PE
• Collect needed documentation from Customer to assess the claim
• Get customer confirmation/tentative on Maintenance Event date 8 to 10 weeks before event
• Approve Work Order of TPMS Online with confirmed/tentative Maintenance Event date (The linked SO is auto generated in SAP)
• Automatic creation of SO after "TPMS online Work Order" is approved (packaging) or according to maintenance schedule (processing)
• Follow-up and match delivery time for Spare Part order with planned service event
• Ensure Maintenance Event date is confirmed in IFS Cloud
• At least 2 weeks before event
• Follow up with Customer on the closure of the Maintenance event (unfinished and finished work orders…)
• Update contract execution plan
• Request for consignment assortment
• Prepare consignment stock go live
• Monitor contract execution plan
• Trigger activities in other delivery organizations
• Review and update contract execution plan
• Initiate activities for closure of parts solution
• Credit note request through BIZAGI

Manager : Tetra Pak (Pty) Ltd Customer Service Operations

Heba Nabil

+27663066312

• PRAGMA On key Express (TPMS on-line)
• PRAGMA On key Express (TPMS on-line) MC super User functions
• Train customers and Tetra Pak end users on how to use the PRAGMA On key Express (TPMS on-line)
• Ensure that all Preventive maintenance feedback is entered the system by Engineer`s
• General housekeeping of the Tetra Pak Maintenance System and SAP (ERP) system
• Send out Tetra Pak Maintenance System dashboards and reports to Management
• Keep spare parts changes on checklist in mind after Rebuilding Kits (Upgrades) fitments
• Request Maintenance Event Checklist activation from Global help desk
• Request updates and improvements of tasks from Sweden
• Service order creation and communication for Preventive maintenance
• Travel and liaise with Customer regarding Proposed Maintenance events in the future in different region
• Contract maintenance
• Plan and co-ordinate Corrective Maintenance events for contract customers
• Communicate with customer planners
• Travel for Customer visits and planning meetings
• Communicate resource requirements for contract services with Planner
• Order Spare Parts for contract services
• Ensure that the parts and tools arrive on time for Services
• Send out Checklists and TAR templates to FSE's working on Contract services
• Spare Parts returns to Dubai
• Keep the relevant Technical Key Account Manager informed
• Non-Contract customers
• Send out Tetra Pak and customer checklists
• Ensure that Tetra Pak checklists are cancelled if customers don't request our assistance for services
• Make sure Tetra Pak checklists are reported back by FSE's if customers do use us
• Running hour administrator
• Collect and enter machine running hours in Tetra Pak Maintenance System
• Collect PLMS data for the production report (TT/3 and TR)
• Back up for preparing the production report monthly
• EDCS survey's
• Send out Customer Satisfaction survey's as per KPI requirements Mandatory Rebuilding Kits
• Plan all Rebuilding kits in PME (Planning Maintenance Events) to ensure its done before due date
• Communicate with customers are Rebuilding Kits planning
• Create Service Orders for all Rebuilding Kits and export to Engineer to book his labour time
• Courier all Rebuilding kits using DHL to customer sites
• Attend Pulse meetings with Technical Account Managers

Manager : Tetra Pak (Pty) Ltd Services

Richard Small

+27716338853

• Installed Base Maintenance
• Create first level IB in SAP (ERP) once equipment is ready for installation to ensure call logging
• Upon receipt of the Customer Service Handover document, load total IB
• Ensure all IB changes are rectified is SAP Business Plus (ERP)
• Warranties
• Ensure warranty for equipment is loaded upon receipt of Signed Delivery Note (PCCI)
• Or Customer Services Handover Document
• PME Planning Tool
• Ensure all Field Service Engineers are recorded in PME
• Use PME to plan activities (Short term & Long Term)
• Ensure no tentative task in the past
• Ensure all calls are logged in displayed in PME for current day`s activities
• Ensure all data displayed on PME is correct
• Field Change Order Planning
• Plan all FCO`s in PME to ensure FCO is done before due date
• Communicate with customers re FCO planning
• Open calls for all FCO`s and order FCO kits where applicable
• PCCI Installation Planning
• Plan all PCCI installations in conjunction with the Logistics Clerk, to ensure timely Invoicing of sales
• Liaise with customers re timely installations
• Field Safety Notices
• Ensure all FSN`s are sent to customers by due date
• Ensure confirmation of receipt of all FSN`s
• Long Term Planning
• Plan all contract and warranty equipment Preventative Maintenances in PME
• Confirm all Preventative Maintenances in PME with customers
• Log calls is SAP Business Plus for all PM`s
• Call Centre Back - Up
• Assist with the following when needed in the call centre
• Call taking & assigning engineers to breakdowns
• Logging & Dispatching of calls in SAP Business Plus
• Query resolutions with regards to job cards Mr

Manager: Philips Medical Systems

MR J Wilters

011) 471 - 5273

• Load Contracts and Warranties in SAP Business 1
• Call centre back – up and Invoicing of job cards
• Credit notes/accounts & logistics assistance
• Distributors
• Engineers & paperless support
• Reporting
• Contracts and warranties
• Creating contracts on SAP (ERP)
• Assist Regional Managers with service contract information
• Monthly invoicing of service contracts
• Monthly updates on the service contracts – saved on the share drive
• Filing of service agreements electronically
• Creation of warranties and extended warranties

Manager: Philips Medical Systems

MR J Wilters

011) 471 - 5273

• Loans Administration
• Release of Bond and Title deeds
• Release of properties as they are registered in the Deeds office
• Prepare all documentation as soon as Bond is registered
• Deals with undertakings and Guarantees from attorneys
• Lodgement
• Release Schedules
• Deals with Notarial Tie agreements, Subdivisions, Sectional Titles, Township Registers, General Plans and Consolidation of properties
• Daily queries and Filing
• Work on the FBSS System to look at client’s details for confirmation of payments
• Activate Loans
• Create Payment Request
• Authorize Payments
• Confirm Payment Request
• Journals
• ACB Payments
• Local Banking Payments
• Linking Policies
• Flexi Reserve
• Amend Loan Term
• Load Fees
• Debit Orders
• Rate Changes
• CMSQ Card
• Update Loan Structure
• Finalizing
• Amend Installment Status
• End of Day / EOS
• Reconcile Journals Processed
• Cash Focus Account
• Valuations
• Non-Interest Income processing
• Interdev Journal Processing
• General Journal Processing
• Financial Processing (FBSS)

Manager : Valerie Naidoo – Loans Administration

Absa Commercial Property Finance

Tel (011) 556-6819

• Preparing of staff claims, bus cards, invoices, en’s for payment
• Reconciliation of suspense accounts
• Print daily listing of general ledger accounts
• Prepare cheque requisitions for the payment
• Monitor the general ledger and staff expense claims and business cards
• Processing recons, monitoring and Controlling expenses accounts
• Daily filing of previous days’ work
• Do regularly follow up`s with Accounts Dept to check If payments were done
• Prepare Valuation payments and journals for processing

Michelle Quaker

Commercial Property Finance

Supervisor: Financial Administration

Tel (011) 556-6617

• Receive payable information electronically
• To reconcile cost allocation to cost centres with relevant Invoices
• To validate and process accounts payable to general ledger with said information
• Administer database maintenance and develop management reports and to initiate
• Systems enhancements
• Exporting of files to systems
• Filing on invoices and completed queries
• Bundle invoices for Metro file
• Statistical reporting
• Receiving of Risk Management journals for payment
• Payments of Legal Recoveries, Bonds, Security costs, Rental Equipment, en’s
• Reversing errors via means of journals

Adrian Magnus

Absa Bank Accounts Payable

Manager: System Administrating Dept

Tel (011) 350-4442

• Proving of abovementioned from different managers
• Queries
• Forwarding of invoices for authorization
• Verification of correct cost centres
• Checking of invoices against on-line reports
• Receipt and forwarding of cheques to various companies
• Reconciliation of suspense accounts
• I can process approximately 14 000 lines per month
• Receiving of invoices from various departments
• Check authorization of invoices, proof mandate
• Preparation of invoices & credit notes
• Telephonic Queries
• Rejections on payment-replacement payments
• Collecting payments for different vendors
• Metro file payments
• Payment register (previous days’ work)
• Check property purchase orders
• Processing of invoices on the SAP System
• Obtain bank details & Vat no`s from companies for electronic payments
• Stale Cheques
• Reversing of errors via means of journals…
• Preparation of Municipality Accounts for Payment
• Daily filing

Lynnette Botha

Absa Bank Financial Accounts

Manager Creditors Dept

011) 350-4926

• Receive, allocate numbers, and verify mandate and capturing of invoice batches, journals, staff claims, and new vendors
• Processing of invoices, journals, staff claims on the SAP System
• Daily checking of the previous day’s work for corrections to be made
• Meeting month-end and financial year-end capture deadlines
• Opening of new vendors
• Attend to queries
• Filling journals in correct order
• Processing on FBSS system

Ellie Botha

Absa Bank Financial Accounts

Manager: Processing Dept...

Tel (011) 350-5721