Expeditor - Customer Support (6 Months) in Cockermouth

Role Purpose

The Expediting role focuses on monitoring production and supply timelines, identifying potential delays, and taking proactive action to resolve issues before they impact operations. Keeping stakeholders updated in the event of any delays whilst ensuring order feedback is up to date. By coordinating closely with procurement, planning, production, and logistics, the Expeditor helps maintain uninterrupted workflow, supports on-time delivery of finished goods, and contributes to efficient, cost-effective manufacturing operations.

Key Responsibilities

• To provide a point of contact for all external customers.
• To notify the planner(s) of customer priorities, working with the planner to schedule accordingly and therefore ensure customer requirements are met.
• Where required attend daily production meetings to establish the status of planned orders within manufacturing and to identify any of these which may be at risk of late delivery.
• To maintain close liaison with logistics where completion of planned orders is close to a shipping deadline or where special packaging or certification is required.
• To work closely with shipping to ensure the timely closure of shipments.
• To feed back to customers in a timely manner information from production meetings or from planners regarding reschedules which may impact upon our ability to deliver on time against customer requirements.
• Maintaining lead times for manufactured product and proactively notifying sales teams of changes that will impact key customers and their planning activities.
• Advising customer of any delays with the planning of orders, including component ordering, tool procurement, etc and to enter feedback to customer orders at the earliest opportunity.
• Working closely with the Operations and Planning Teams to effectively update and execute the daily and weekly plan/work schedule of activities ensuring delivery on time to internal and external customers.
• Preparing appropriate documentation, e.g. KPI's, overdue/customer specific reports and ensuring these are regularly updated and communicated across the units and feedback delays to sales companies.
• To seek ways of improving customer satisfaction levels from an operational supply chain perspective.
• Any other reasonable management request.

Technical/Job Specific Skills

• Customer service ethos
• Excellent communication skills
• Organisation and advance planning skills
• Management of Resources
• Critical Thinking
• Problem solving
• Decision Making
• Time Management
• Quality Control
• Working to deadlines
• IT Skills, e.g. Oracle, Microsoft Office
• Evaluating numerical and operational data
• Use of IT systems to extract and interpret systems data

Qualifications

• GCSE level 4 or above in English and Maths
• An NVQ in Customer Service, Business Administration or a Planning related qualification

Experience

• Working in a customer service environment and being proactive in meeting customer expectations and delivering results
• Working as part of a team
• Planning and organising work
• Working under pressure and to tight deadlines
• Progress chasing and seeking out information
• Using computers (Microsoft Office/Databases)
• Working in a manufacturing environment

Safety Health and Environmental Responsibilities

It is the duty of all employees to:

• Act responsibly in relation to all matters which may affect the Health & Safety of themselves and others whilst on Company premises, customers' premises and travelling between sites, and to adhere to safety regulations at all times.
• Observe all safety procedures and instructions and assist in maintaining a safe work place and reporting any accidents, hazards, near misses, defects or damages to plant and equipment to the appropriate person.
• Wear appropriate protective equipment and use safety devices provided by the Company.
• Take care for the health and safety of yourself and others who may be affected by your acts and omissions.
• Report any injuries sustained (or near misses) during working hours.
• Not to interfere with, or misuse anything which has been put in place to secure your Health and Safety.

Quality Responsibilities

It is the duty of all employees to:

• Be conscientious and understand the importance of maintaining a high quality service and output.
• Follow instructions and procedures to the required standards/operating procedures and to always check the quality of the work you produce.
• Strive for innovative solutions and continuous improvements in all areas of your role.
• Always demonstrate a 'right first time' approach.
• Proactively seek opportunities to improve standards and quality.