Pay: £15.00-£15.88 per hour
Job Description:
As part of a new project I am looking for Customer Order Management Representatives based in Peterborough
The initial assignment duration is 12 months, this will likely get extended.
This is currently a fully onsite role, 5 days per week onsite especially during the initial training period. It’s expected this will evolve to a hybrid role (2 days per week remote).
We are looking for candidates with 2 or more years of experience in a similar role.
COM or CS experience in a manufacturing or engineering environment is required
Some technical affinity/understanding is required for this role.
Good communication skills are a must!
Job Summary:
Act as the single-point-of-contact for assigned customer accounts; managing the entire order lifecycle to ensure orders are processed on time.
Key Responsibilities:
- Responsible for assigned customer accounts for the entire order life cycle (from new customer setup, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
- Act as the single-point-of-contact to customers, parts distribution centres and/or manufacturing plants and cross functional departments to process and fulfil customer orders
- Providing accurate documentation and continual communication to customer throughout the process.
- Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
- Maintain accurate records of all internal and external interactions in the appropriate database/system.
- Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
- Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
- Knowledge of Quality Management Systems.
- Support Supervisor with hosting customer visits at local facility.
- Prepare and distribute standard and customized internal and customer reports.
- Understand Customer Order Management policies, procedures and metrics.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
Participate in/lead process improvement projects.
Qualifications and Competencies
Competencies:
- Drives results - Consistently achieving results, even under tough circumstances.
- Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Customer focus - Building strong customer relationships and delivering customer-centric solutions.
- Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order lifecycle and customer support are interconnected to ensure an overall positive customer experience
- Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
- Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements
- Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.