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
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.
• 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
• 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
• 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
• 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.