Are you passionate about delivering exceptional customer service and have experience processing orders or cancellations at scale? If so, we have the perfect role for you at Convergence Group! We are a top provider of networking solutions for some of the UK’s leading institutions. As our Order Management Executive, you’ll be a crucial part of our Finance Team, ensuring the smooth and efficient cancellation of customer services. Your role will involve managing our cancellations processes with precision and care and ensuring customers have a seamless cancellation experience.
A DAY IN THE LIFE OF OUR ORDER MANAGEMENT EXECUTIVE:
Managing Customer Cancellations
1. Be the cancellation superhero, overseeing all processes and procedures!
2. Be the friendly first contact for all customer cancellation requests.
3. Log and process cancellations like a pro in our systems and with suppliers.
4. Work with customers to gather paperwork and process their requests seamlessly.
5. Make sure every customer’s exit experience is as smooth as their onboarding.
6. Keep stakeholders in the loop with updates on cancellation tasks.
7. Use NetSuite to stop billing customers after cancellation.
8. Report the financial impact of cancellations to key stakeholders.
Inventory and Queries
1. Keep our inventory spot-on accurate after cancellations.
2. Provide clear, standardized reports to help the Sales Team resolve customer queries.
3. Be a detective, investigating and correcting discrepancies in our systems.
Customer Experience
1. Deliver top-notch, world-class customer service.
2. Handle customer inquiries via email and phone with professionalism and courtesy.
3. Ensure timely and clear communications with customers, always keeping promises.
4. Collaborate with the CX department on received cancellations.
WHAT YOU WILL BRING TO THE TABLE:
1. At least 2 years’ experience in a similar role.
2. Experience of managing orders, cancellations or other commercial requests.
3. Experience working in a fast-paced SME business.
4. Experience working in a customer-focused role.
5. A minimum of 5 GCSEs (or equivalent) including Maths and English.
6. Bonus points for Excel skills including Pivots and VLOOKUP.
WHAT’S IN IT FOR YOU AS OUR ORDER MANAGEMENT EXECUTIVE:
1. You'll bag a fantastic base salary in the range of £23,500-28,000 per annum.
2. 33 days holiday (including bank holidays and it only gets better!).
3. Great benefits, including an enhanced pension, Private Medical Insurance, Income Protection & Life Assurance.
4. Work-balance, with family friendly perks, flexibility with core hours.
5. Hybrid working with 3 days a week in our Solihull office.
6. Learning and development? Absolutely!
7. Dog friendly office? Heck yeah!
THE NITTY GRITTY:
1. This is a full-time role, you’ll be working 37.5 hours per week, but no weekends, it’s Monday to Friday.
2. It’s permanent.
3. You’ll have flexibility, with your core hours and where you work with our hybrid working policy!
WHY JOIN US?
1. Privately owned, free from corporate bureaucracy.
2. Fast-paced environment with exposure to diverse challenges.
3. Focused on your growth and development with mapped career progression.
Join us and make a significant impact by helping us maintain our high standards of service and efficiency. Be the key to our success in managing customer cancellations!
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