Purpose Of Role:
Co-Ordinate delivery of customer orders (Single & Multi Site), ensuring all orders are delivered on time to the Customer Committed date. Responsibility includes working with internal departments & external suppliers to complete the order, keeping the customer informed of the order progress and ensuring the order is completed and billing dates are set correctly.
Key Responsibilities:
- To own the end to end delivery of an order - from Order creation & validation, through the delivery process and customer handover into billing.
· To take lead responsibility for a specific order, pro-actively manage delivery and the associated resources, and act as the single point of contact.
· To take lead responsibility for customer updates, managing KCIs from intro, weekly updates to customer handover.
· To Co-ordinate orders in accordance with Project Co-ordination Framework and guidelines or other agreed processes.
· To develop and maintain effective working relationships with Customer Service teams and other key stakeholders, both internal and external, to ensure full commitment and support for the success of the order.
· To manage single and multiple order delivery including all aspects of required resources.
· To proactively monitor progress of all orders, highlighting orders in jeopardy and be the first point of escalation for exceptions.
· To proactively monitor Customer Commit dates.
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- Involved in Continuous Improvement initiatives and driving improvements across delivery.
- Monitor all stages of the order checking then initiating action as appropriate.
- Jeopardy monitoring and management.
- Customer point of contact throughout the lifecycle of the delivery process.
- Supports the management of the organisational process interfaces by developing suitable Quality Agreements (internal SLA's).
- Engages with the end customer and manages all communication with the customer.
- May also be owner of service Provisioning documentation repository (e.g. Web based), supporting improvement.
Authority/Decision Making:
- Will have overall ownership of issues within orders and overall accountability for delivery of these orders for our customers.
Qualifications:
ü N/A.
Skills/Experience:
- Require good customer service and commercial knowledge.
- Worked in a direct Customer facing environment for a minimum of 2 years
- Effective interpersonal and communication skills
- Positive attitude with a willingness to learn
- Creativity and strong problem solving skills
- Ability to work effectively both independently and as part of a team
