About us:
Mitsubishi Electric is a global innovator in energy, automation and building technologies. From air conditioning and lifts to robotics and power systems that power homes and businesses across the UK. With 150,000 employees worldwide and 850 in the UK, we’re creating “Changes for the Better.” Join us to make a real impact for a smarter, sustainable future.
Role summary:
In order to support the Sales Channels achieve sales budgets and company targets, the Operations Coordinator is responsible for processing customers’ purchase orders on the ‘SAP GUI’ system and System 43, efficiently and in a timely manner, whilst fulfilling all order requirements. Following this Operations Coordinators will follow up all orders to ensure the delivery has been made on time and in full.
The Operations Coordinator will be the face of the business for the Sales Channels Value Added Resellers (VARs). They will be the point of contact, answering all customer calls professionally and promptly.
The Operations Coordinator will also deal with internal stakeholders which is included but not limited to credit control, logistics, procurement, stock team, account managers, Branch managers etc.
Skills/Responsibilities:
* Working collaboratively with the team, whilst holding yourself to account answering customer phone queries within pre-agreed service level agreements (SLAs) and key performance indicators (KPIs) with a client centric approach to build brand loyalty.
* Act as a first point of contact for our VARs and Account Managers.
* SAP GUI- Being able to process an order via S43 and track from beginning to end & run an effective backorder.
* After-sales support (dealing with damages, picking errors, ETAs, returns, invoice queries, and any other delivery issues).
* Respond to customer correspondence regarding account queries.
* Deal with logistic queries within the stated service level agreements (SLA).
* To assist the Sales Channel Account Manager in ensuring that the dept achieve its sales forecast.
* Contacting our VARs to keep them up to date with changes on their purchase orders/ gain additional information to ensure stock is delivered as and when required.
* Working closely with our VARs on projects and roll out plans for sites.
* Processing orders and sending out order acknowledgements within the agreed SLAs.
* General administrative duties to support the department.
* Support other regional offices as and when required.
* Operations Coordinator are to strive towards continuous improvement within their role and function by consistently reviewing all processes and practices to ensure optimum accuracy and efficiency.
* Running reports and analyse data as required. Project management, taking ownership to ensure fulfilment of orders on time in full working to customer schedules through means of regular contact.
* Concise order management to support accurate forecasting of sales targets, product procurement and logistics resource.
Experience:
* Customer service experience (essential).
* Excellent oral, written, analytical and interpersonal skills (essential).
* Industry experience or similar (HVAC/ AC/ Heating) (desirable).
* Proven experience of using SAP and other CRM systems (essential).
* IT Literate and competent user of Microsoft packages (Outlook, Excel, Word & PowerPoint).
* Ability to use own initiative (essential).
* Must be able to work effectively in a fast-paced, deadline-driven work environment.
* Confidence in dealing with various stakeholders both internally and externally which includes Senior Management.
* Demonstratable experience in project management and productivity skills.
* Ability to use own initiative, have self-discipline and motivation to do a great job.
* Excellent time management, multitasking skills and ability to meet deadlines set.
* Excellent attention to detail and organisation skills.
In return for your commitment, we will offer you some fantastic benefits:
* Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
* Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
* Pension.
* Life Assurance.
* Group Income Protection Scheme.
* Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
* Access to Mitsubishi’s very own discount platform.
* Colleague Referral Scheme.
* Holiday Buy.
* Long Service Awards.
* Cycle to Work Scheme.
* Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
* Employee Assistance Programme including additional services Eldercare & Best Doctors.
Equality and Diversity
As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development. Based on this, Mitsubishi Electric promotes employee diversity through the following measures.