Overview
Customer Order Specialist at Experis UK. Location: Gloucester (onsite, full-time, Monday to Friday). Contract duration: 12 months. Pay: £19 per hour.
Summary
An exciting opportunity to join a dynamic team responsible for all customer support activities. As a Customer Order and Fulfilment Coordinator you will be responsible for managing key customer accounts, providing vital support to keep airlines and military customers flying. You will handle day-to-day queries, understand the contractual terms relating to your key customers and ensure the business is executing against them. You will provide weekly status reports on all customer orders through liaison with our factory and work with multiple departments to solve complex customer problems. You will have KPI ownership relating to both department processes and your own customer accounts and be expected to work proactively to meet or exceed these targets. The Customer Operations department is regulated through a Quality system and follows well-defined processes; you will be computer literate, able to learn new processes and apply knowledge across multiple situations and ideally have experience of ERP systems. You will be a self-motivated team player and able to work with minimal supervision to deliver internal improvement projects. You will have a curious mind, be eager to learn and grow, and will be supported by the team with appropriate training.
Essential Responsibilities
* Order Management
* Repairs Order management
* Spares Orders management
* Customer Order Book generation
* Prioritisation of orders
* Quoting
* Invoicing
* Customer Forecasting
* Customer Satisfaction and swift resolution of issues; proactive in continuing to push for resolution until the customer is satisfied
* Contract knowledge and ability to execute against contractual terms
* Responsible for Key Performance Indicators; ability to recognise negative trends in KPI and initiate remedial actions
* Function as liaison between internal organizations and customers for assigned contracts; negotiate and advocate on behalf of customers
* Follow existing procedures and challenge where appropriate to introduce continuous improvements to business processes
* Develop strong customer relationships with international customers
* Work with the team to deliver/lead continuous improvement projects within the scope of the department's responsibility
Qualifications / Requirements
* Bachelor's degree or equivalent knowledge or experience
* Commercial or customer-facing experience
Desired Characteristics
* Ability to work with cross-functional teams to deliver effective customer service
* Ability to prioritise and help build effective processes
* Strong oral and written communication skills
* Lean training or participation/leadership of continuous improvement projects
* Problem solving skills and ownership of issue resolution and key metrics
* Knowledge and experience of the aviation industry
Seniority level
* Entry level
Employment type
* Contract
Job function
* Other
Industries
* Staffing and Recruiting
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