EPW2
Job Title: Contract Co-Ordinator
Location: Upton Upon Severn
Days and Hours of Work: Mon-Thurs: 8:00am-4:30pm & Fri: 8:00am-1:30pm
Reports to: Social Internal Contracts Manager
Job Purpose:
1. Processing all customer enquiries and orders in an accurate, professional and timely manner in accordance with the company KPI’s.
2. Dealing with a volume of calls and emails.
3. Proactively working with operational areas to provide customers with proactive communication and accurate delivery timescales by phone and email.
4. To action any other reasonable request from the Department Manager or member of the Senior Leadership Team and assist the team as applicable.
5. To undertake such other duties, Projects, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of the job.
Key Accountabilities:
6. Dealing with all processing of a customer order on a “supply only”, “Survey & Supply” or “Survey, supply and fit” basis
7. Proactively communicating with customers to notify them of any shipment delays (and catch backl plan)
8. Regular proactive communication with customers concerning deliveries and delivery dates – both verbal and in writing
9. Proactively liaising with all internal departments to enable you to provide allocated customers with shipment dates and early indication of shipment delays
10. Direct communication with Contracts Managers and other stakeholders (ie surveyors) as required to satisfy customer needs
11. Weekly reporting on current status of all contracts to the Manager and the customer, including product at various stages of processing and delivery lead times
12. Provide customers with product/technical information and seek assistance from other departments in the event that you are unable to resolve the customers query
13. Address all order queries with the customer in a timely fashion
14. Check initial order for inaccuracy and missing components
15. Ensure all information processed/acted upon complies with the current procedures and standards of the company
16. Ensure all delivery addresses are correct prior to delivery of product
17. Liaise daily with customers on deliveries due to take place over the coming days
18. Liaise with the accounts department to ensure allocated customer’s orders can be released in line with the customer’s credit limits and if necessary, liaise with customer to provide up-to date information concerning orders which could be adversely affected by account issues
19. Assist line Manager in maintaining and reporting departmental KPI’s and identifying opportunities for improvements
20. Assisting work colleagues within the team to ensure the department achieves the agreed departmental KPI’s
21. Actively participate in all appropriate training activities
22. Ensure adherence to all organisational policies, management systems and standard operational procedures, including legal responsibilities in relation to Health, Safety, Environmental and Quality
23. Develop and foster good working relationships with colleagues and contracted personnel in order to maintain the company Vision and Values
24. Represent the organisation in a positive way to avoid reputational damage to our corporate image or bringing the company into disrepute
Key Experiences and Skills Required:
25. A willingness to always help and provide excellent customer service
26. A ‘can do’ attitude, able to take full ownership for solving issues
27. A flexible approach
28. Excellent communication skills both verbally and written
29. Taking accountability for solving issues relative to responsibilities
Desirables Skills, Personal Attributes, Qualifications and Experience Required:
30. Clean, neat and tidy approach at work
31. Punctual and adaptable
32. Ability to work on own initiative or as part of a larger team
33. Professional and polite manner
34. Motivated to learn and develop skills and take an integral part in your own personal development
35. Attention to detail
36. Being able to remain professional when dealing with challenging situations
37. Driven approach to work
38. Be able to communicate at all levels
39. Able to multitask in a fast-paced environment
40. Excellent communicator both verbal and written
41. Proficient in Microsoft applications and other appropriate IT systems