Job Ref: 213398179

Date: 2021-03-19 15:43:58

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ABOUT YOUR ROLE

In this role your focus is on managing the order-to-delivery process, assisting high-profile sports clubs with bespoke requirements, ensuring fast and reliable order fulfillment for licensed sports heat transfer products both in the UK and globally. The customers will be a mix of the biggest global sport brands and the local sport retailer.

YOUR RESPONSIBILITIES WILL INCLUDE:

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Accurate and timely entry of orders onto the order management system.

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Liaising with customers to confirm orders, gather additional information as necessary and keep them informed of progress.

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Proactively informing customers of the lead-time for their order.

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Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met.

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Ensuring clear and correct dispatch instructions, i.e. terms of delivery, forwarder details, are provided to the dispatch team.

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Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan.

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Liaising closely with the relevant Regional Account Manager for the Country/Region to help deliver sales objectives and address the needs of customers.

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Running and monitoring backorder reports for designated customer base (daily or weekly depending on the area).

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Proactively supporting Sales with specific campaigns, this may include contacting existing customer base with special promotions.

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Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales.

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Liaising with Credit Control/Finance to resolve all invoice queries.

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Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries.

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Building close relationships with all internal and external contacts to constantly improve information flow and the order process.

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Maintaining accurate and up to date customer records.

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Recording service information on a CRM.

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Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency.

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Promoting a coordinated approach within the Customer Services team and providing cover for other team members in their absence.

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Create monthly delivery performance reports

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Coordinate new account set-up

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Coordinate web-shop queries

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Coordinate RFID queries

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Manage / coordinate stock swaps between clubs

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