Job Description

Location : Thame, United Kingdom Job Advert

Job Title: Customer Contract Coordinator

Business Area: Lucy Electric UK Ltd

Location: Thame, United Kingdom

Job Purpose

Customer interface from initial customer enquiry to order delivery, managing complex customer orders with time critical delivery requirements and varied contractual obligations. Coordinate and progress through all internal departments to meet and exceed customer expectations, customer deadlines, internal business targets and always provide exceptional customer service.

Job Context

Working as part of the customer service team providing excellent support to both internal and external customers.

Job Dimensions

The role will be based at Thame, travel within the UK may be required from time to time

Key Accountabilities

These will include:

1. Receive complex customer orders and contracts and manage the internal contract review process through to a successful conclusion

2. Identify and monitor terms and conditions of the order / contract highlighting and escalating within the business as required

3. Ensure that all elements of the order or contract are identified and achieved and that all internal procedures are followed

4. Manage the end-to-end order process taking ownership of the order, engaging regularly with the customer, and working with internal teams to problem solve any potential issues in achieving the customer requirements

5. Understand and mitigate risk throughout the process, following defined escalation channels to highlight delivery delays or shortages, ensure that critical delivery dates are achieved

6. Manage financial aspects of the orders / contract ensuring that advanced or staged payments are achieved, and payment delays avoided

7. Work with the sales team to understand forecast and pipeline order probability and requirements, engaging with the customer at the earliest possible stage and supporting all pre-sales activity as required.

8. Consolidate delivery dates and drive customers to provide firm and accurate delivery forecasts

9. Take ownership of all queries from the customer and supporting them through to resolution engaging with global manufacturing and quality teams as required.

10. Attend and actively participate in production and operations planning meetings identifying priorities, troubleshooting, and problem solving.

11. Develop project plans and provide regular updates on status

12. Manage customer changes, documenting and implementing accordingly

13. Provide open order, on time delivery, and invoicing reports to meet individual customer requirements and internal KPI\xe2\x80\x99s (key performance indicators)

14. Work with the Shipping & Logistics Coordinator to ensure that all customer orders are dispatched in line with customer requirements including any letters of credit, export documentation or pre-shipment inspections / factory acceptance tests (FAT).

15. Build and maintain customer relationships

16. Drive improvements in customer satisfaction through the continual review of processes and procedures working with colleagues to demonstrate exceptional customer service values

17. Any other ad-hoc requirements required / instructed to maintain and / or improve the efficiency, quality and service of the department as directed by line management.

Qualifications, Experience & Skills

Minimum Qualifications, Knowledge and Experience

• Proven experience coordinating complex customer orders

• Experience of working in a busy office environment

• Contract management

• Delegation skills

• Problem solving

• Troubleshooting

• Educated to a degree level or an equivalent level

Behavioural Competencies

• IT literate with excellent Microsoft Office knowledge

• Excellent communication and interpersonal skills at all levels

• Highly organized with excellent communication skills and attention to detail Hours 37 hours per week

Department Other
Job Type Permanent
Contract Type Full time
Salary Competitive

Lucy Group