The purpose of this role is to support the effective management of Customer orders, emails and metrics in order to provide excellent Customer experience and continue to grow the relationship with our key Accounts. The main objective is to provide excellent Customer Service back to the Customer, by managing Emails and actions in a timely manner, managing their dedicated Customer Meetings in an organised way, tracking Customer Orders and quotations weekly and most importantly managing Customer Metrics in an accurate and real-time way to ensure highest levels are achieved.
Responsibilities:
Customer Order Management – Effectively understanding all the various elements (planning, regulatory, sku’s, pricing, contract details, lead-time understanding, manufacturing, shipping documentation, waivers, sampling, labelling, transportation planning, finance planning, Customer pick-up patterns, etc) that affect a Customer Order from quotation/PO to revenue-recognition. Continuous review of each Customer order to ensure detailed date-planning and management of all stages to make sure that the order progresses perfectly for an on-time delivery.
Metrics – effective monitoring of the orders daily to ensure that there are no bottlenecks at any stage and to predict each step in advance to avoid unnecessary delays at the last minute, Continuous tracking of the Order stages and the duration that an order spends in each stage to ensure metric adherence to ensure high OTP (On time performance) scores. Analysing and tracking monthly scores and any reasons for misses in advance so that we have solid reports for our Customers in advance. Contract reviews to be conducted to ensure that their requirements are adequately included as part of the metrics.
Customer emails – effective tracking and management of the inbox and reply to Customers in a timely and appropriate manner and any escalations are assigned to the correct person. Effective tracking and co-ordination of all aligned responses so that action can be closed off effectively with a final communicated resolution.
Customer Meetings – effectively preparing for each meeting in advance in terms of Quotations and Orders and Metrics. Orders should be tracked in a usable way that can be filtered for our needs and our Customer needs:
Order progression and Order Status updates – strong stakeholder alignment across all functions of the organisation to ensure that each team are working effectively to progress their activity needed for the order (Quality, CS, RA, SC, Manufacturing, warehouses, Customer etc). The various hand-offs needed on an international order provide the strongest risks for delays – so this is a crucial part of this role. Providing updates across all internal and external teams on movement on the actions/status.
Customer requests and Action tracking - Ensuring that any requests within a Contract or in a meeting are effectively logged, investigated and either declined or fully investigated internally before facilitating the request. Effective logging of all status updates and actions taken from any meeting or from emails.
Customer Order gaps – identifying any gaps that you see in the process and working to resolve these.
Process improvements - You will also be responsible for driving specific process improvement projects with the team in order to deliver improved efficiency and performance.
Education & Experience
Preference is that you will have been operating within an Order management or Customer Service Division or supporting very large Global level Customers.
Minimum 7 years’ experience managing Customer orders via ERP order management systems.
Understanding of the delivery of International shipments with a focus on Quality Compliance.
Customer Order fulfilment/Supply Chain process especially within an International environment.
Experience working across Cross-functional, matrix type organisations to secure the required information.
Previous experience of SAP or other ERP systems is a distinct advantage.
Previous experience in reporting tools and experience with Power BI or QlikView is mandatory.
Ability to think innovatively, bring continuous improvements and not be constrained by current practices
3rd level education or degree is desirable, but not mandatory if proven experience in this field is demonstrated.
Customer Relations Senior Specialist – Global Accounts