Contract Co-ordinator in Worcester

Site Location: Upton Upon Severn

Hours of Work: Monday – Thursday: 8:00-16:30 & Friday 8:00-13:30

Job Purpose:

Processing all customer enquiries and orders in an accurate, professional and timely manner in accordance with the company KPI’s. Dealing with a volume of calls and emails. Proactively working with operational areas to provide customers with proactive communication and accurate delivery timescales by phone and email. To action any other reasonable request from the Department Manager or member of the Senior Leadership Team and assist the team as applicable. 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:

• Dealing with all processing of a customer order on a “supply only”, “Survey & Supply” or “Survey, supply and fit” basis.
• Proactively communicating with customers to notify them of any shipment delays (and catch back plan).
• Regular proactive communication with customers concerning deliveries and delivery dates – both verbal and in writing.
• Proactively liaising with all internal departments to enable you to provide allocated customers with shipment dates and early indication of shipment delays.
• Direct communication with Contracts Managers and other stakeholders (ie surveyors) as required to satisfy customer needs.
• 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.
• Provide customers with product/technical information and seek assistance from other departments in the event that you are unable to resolve the customers query.
• Address all order queries with the customer in a timely fashion.
• Check initial order for inaccuracy and missing components.
• Ensure all information processed/acted upon complies with the current procedures and standards of the company.
• Ensure all delivery addresses are correct prior to delivery of product.
• Liaise daily with customers on deliveries due to take place over the coming days.
• 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.
• Assist line Manager in maintaining and reporting departmental KPI’s and identifying opportunities for improvements.
• Assisting work colleagues within the team to ensure the department achieves the agreed departmental KPI’s.
• Actively participate in all appropriate training activities.
• Ensure adherence to all organisational policies, management systems and standard operational procedures, including legal responsibilities in relation to Health, Safety, Environmental and Quality.
• Develop and foster good working relationships with colleagues and contracted personnel in order to maintain the company Vision and Values.
• 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:

• A willingness to help and provide excellent customer service at all times.
• A ‘can do’ attitude, able to take full ownership for solving issues.
• A flexible approach.
• Excellent communication skills both verbally and written.
• Taking accountability for solving issues relative to responsibilities.

Desirable Skills, Personal Attributes, Qualifications and Experience Required:

• Clean, neat and tidy approach at work.
• Punctual and adaptable.
• Ability to work on own initiative or as part of a larger team.
• Professional and polite manner.
• Motivated to learn and develop skills and take an integral part in your own personal development.
• Attention to detail.
• Being able to remain professional when dealing with challenging situations.
• Driven approach to work.
• Be able to communicate at all levels.
• Able to multi-task in a fast-paced environment.
• Excellent communicator both verbal and written.
• Proficient in Microsoft applications and other appropriate IT systems.