About the Role
An order may begin with a customer request, but getting it successfully through the business can involve stock checks, internal approvals, delivery dates, logistics arrangements, invoices, and several teams working from the same information.
As a Customer Order Management Specialist, you will manage customer orders from initial entry through to completion. You will act as a key point of contact for assigned accounts, ensuring orders are processed accurately, progress is communicated clearly, and delays or discrepancies are resolved before they become larger service issues.
This is a hands-on coordination role where priorities can change throughout the day. You may be confirming availability for a new order in the morning, investigating a delayed shipment before lunch, and later working with finance or logistics teams to correct an order or update a customer on a revised delivery date.
Responsibilities
- Manage customer orders from initial receipt through processing, dispatch, and completion.
- Enter and maintain accurate customer, product, pricing, and delivery information within internal systems.
- Review incoming orders for completeness and resolve missing or conflicting information.
- Confirm order acknowledgements, expected delivery dates, and relevant service information with customers.
- Monitor open orders and identify potential delays before scheduled delivery dates are affected.
- Coordinate with warehouse, logistics, purchasing, finance, and operational teams regarding order requirements.
- Investigate stock shortages, delivery delays, incorrect quantities, and other order discrepancies.
- Provide customers with accurate updates regarding order status and expected delivery.
- Process order amendments, cancellations, returns, and replacement requests when required.
- Maintain accurate notes and communication records for assigned customer accounts.
- Support the resolution of invoice or pricing queries by reviewing order documentation.
- Coordinate urgent or priority orders with the appropriate internal teams.
- Track proof of delivery and follow up on incomplete or disputed deliveries.
- Prepare routine reports covering outstanding orders, delays, customer requests, and fulfilment performance.
- Maintain customer account information and ensure records remain current.
- Escalate recurring fulfilment or service problems to the appropriate operational team.
- Help improve order handling procedures by identifying common causes of errors or delays.
Qualifications
- Previous experience in order management, customer operations, sales administration, customer service, logistics administration, or a similar role is preferred.
- Strong organisational skills and the ability to manage multiple customer orders simultaneously.
- Good working knowledge of Microsoft Excel, Outlook, and Word.
- Experience using ERP, CRM, order management, or inventory systems would be advantageous.
- Strong written and verbal communication skills.
- Comfortable communicating with customers regarding orders, delays, and service issues.
- High level of accuracy when working with quantities, pricing, delivery dates, and customer information.
- Ability to investigate problems and coordinate with different teams to reach a resolution.
- Experience within technology, manufacturing, distribution, gaming, or another product-based business would be beneficial.
- Ability to work with changing priorities while maintaining accurate records.
Pay: £2,500.00-£3,000.00 per month
Work Location: In person
