Customer Service Order Manager

  Salary or Rate   £15.00-£18.00ph
  Job Type   Temporary
  Location   Pangbourne, Berkshire
  Duration   7 months
  Reference Code   KPPCS38697

We have a great role based near Reading for a Customer Service Order Manager, working for a global blue chip organisation, with free parking or free bus service to pick you up from Reading train station. This is a temporary role and will initially be for 7 months but is likely to be extended.

The successful candidate will be accountable for ensuring a customer’s order is compliant with the brand offer before placing the order and keeping the customer updated with the delivery progress. Providing advice and assistance in placing an order and the complexities of the shipping i.e. changes to vessel ETA and nominated port, product shortages, out of hours incidents etc. The incumbent will play a vital role in the overall customer relationships and retention of the business.

We are looking for someone who has strong corporate customer service, organisational/logistics experience and is able to problem solve. There will be training in the role, but you will need to be very organised and a forward planner who is able to multi task and work under pressure.

Responsibilities

• Managing the complex relationship between supplier, customer and sales manager, often being the primary point of contact for customers. You will service a number of dedicated customers and Sales staff. Both must be kept aware of all key issues relating to live orders.
• Communicating with customer purchase staff, Chief Engineers, Sales Managers and Supply / Logistics staff anywhere in the world. This requires excellent communication skills and cultural awareness.
• Receiving enquiries and orders from customers by phone, email and fax, ensuring that all necessary information is collected and promptly acknowledging the order from the customer. Interpreting the order and ensuring it meets the PU offer/promise. Proactively providing advice and guidance to the customer on the most appropriate ports from which to get their supplies, challenging out of offer orders e.g. late notice, building small orders etc. and generally optimising lifting’s to suit both the company and the customer.
• Taking prompt corrective action to deal with unforeseen circumstances, e.g. change in ship’s ETA, product contamination, change in delivery transport or unavailability of product. If necessary advising customer on alternate port options and seeking technical advice if appropriate before recommending alternate product. Alternate products may be required in emergencies, requesting competitor assistance products.
• Checking that the order value maintains the customer within authorised credit limits and policies. Ensuring violations are progressed with Sales /Credit Management to a satisfactory conclusion and keeping customer advised as requested.
• Building up strong relationships with dedicated customers through joint visits with key account managers. Building up knowledge and competencies in the shipping industry.
• Taking responsibility for the production of correct invoices and receiving and answering customer queries. This will involve executing order amendments and also taking proactive action to ensure Finance have correctly cleared suspense and despatched invoices i.e. to ensure their customers are receiving prompt invoices.
• Efficient and up to date administration of lost orders /enquiries. Efficient monitoring of their Delivered Not Invoiced statistics.
• Providing regular feedback on technical and commercial issues raised by customers to the account manager and other Customer Service staff. Handling technical enquiries and resolving technical complaints received, escalating significant problems and complaints to the Regional Technical Team where appropriate.
• Recording all complaints received from customers and non-conformances on a Continuous Improvement Notice (CIS).

We consider every CV that is submitted to us, however please note that time constraints mean we are only able to get back to successful applicants. We may retain your details to match against future job opportunities.

NB. It is a very competitive job market so before submitting your CV it is worth a final check to make sure it is well laid out, up to date and accurately reflects your qualifications, experience, skills and abilities in relation to the position you are applying for. Where you want to highlight your particular suitability it is worth using a covering letter with your CV.


  CONTACT
  INFORMATION 

  Kaytan Patel 
Love & Tate plc
Kaytan.Patel@lovetate.co.uk
Phone: 020 7256 6668  

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