Start your new career with Euroclad Group in Cardiff, UK
The candidate will provide a high level of customer service and order management by processing customer orders, and will act as the main point of contact for customer accounts, ensuring all order-related queries, amendments, delays, and issues are managed professionally and resolved in a timely manner.
DEPARTMENT
Customer Experience
CONTRACT TYPE
Full-Time, Permanent
LOCATION
Office
Main Purpose of the Role
To provide a high level of customer service and order management by processing customer orders accurately and efficiently through SAP ERP. Acting as the main point of contact for customer accounts, ensuring all order-related queries, amendments, delays, and issues are managed professionally and resolved in a timely manner. The role involves working closely with customers and internal departments to ensure requirements are met, conducting quality checks to maintain accuracy, monitoring orders and reports to prevent overdue deliveries, and managing bulk and project orders effectively. The position also supports invoicing, stock checks, customer communications, delivery scheduling, and continuous improvement activities through cross-training and additional project work, ensuring the best possible customer experience.
Main Responsibilities
- Inputting customer orders accurately and within agreed timescales using SAP ERP, ensuring compliance and maintaining a complete audit trail.
- Answering & making telephone calls/ emails to internal & external stakeholders.
- Performing quality checks on both own work and colleagues' work ensuring accuracy, compliance, and attention to detail. Any information missing to be questioned/ clarified.
- Managing customer accounts, acting as the primary point of contact for all order-related queries, delays, and issues.
- Responding to all enquiries in a promptly and professionally manner.
- Communicating proactively with customers regarding order updates, lead times, stock availability, and delivery schedules.
- Coordinating order and delivery date amendments with customers to ensure requirements are met and expectations are managed effectively.
- Liaising with Planning, Transport, Sales, Operations, and other internal departments to ensure customer requirements are met and service levels maintained.
- Managing daily reports / tasks ensuring no issues with orders. Taking ownership of customer orders and accounts to ensure no orders remain overdue or in the past.
- Ensuring Bulk management is carried out correctly. Chasing customers weekly for bulk/project updates , phasing bulk orders correctly & reduce bulks accordingly when cut length schedules.
- Monitor blocked invoices and resolve in a timely manner, as well as ensuring all DTS orders are invoiced promptly and correctly.
- Checking stock on materials and accessories to ensure customers required delivery date can be met.
- Providing customers with weekly manufacture / delivery schedules upon request.
- Organising Pre-project meetings with customers to understand customer requirements / needs.
Skills and Attributes
- Professional telephone and email manner
- High attention to detail
- Manufacturing / Construction knowledge (preferred but not necessary)
- High customer focus
- Ability to work under pressure
- Ability to work effectively alone/within a team
- Able to use own initiative
- Flexible
Compliance and Health & Safety
It is the responsibility of all personnel to:
- Report compliance concerns, issues, and failures
- Participate in training as required
- All personnel have a responsibility for taking reasonable care of themselves and others who may be affected by your actions or omissions. You must follow all instructions and training given to you and ensure compliance with all safety policies and procedures at all times.
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