Customer Order Management Representative
Duration : 12 months
Location: Peterborough, GBR, PE2 6FZ
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 centers 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.
* Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
* 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.
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