Join a dynamic team where your customer service expertise will drive operational excellence and build lasting client relationships.
We are seeking a proactive and customer-focused Customer Order Management Representative to manage the end-to-end order lifecycle for assigned customer accounts. The successful candidate will act as the primary point of contact for customers, ensuring orders are processed accurately, delivered on time, and supported through effective communication and problem resolution.
This role requires strong customer service, supply chain coordination, and administrative skills, alongside the ability to work collaboratively with internal departments and external stakeholders within a fast-paced operational environment.
Key Responsibilities
- Manage assigned customer accounts throughout the complete order lifecycle, from order receipt through to delivery and invoicing
- Act as the primary point of contact for customers, responding to enquiries and providing regular updates on order status
- Process customer orders, amendments, cancellations, and escalations accurately and efficiently
- Ensure orders are fulfilled in line with agreed delivery schedules and customer requirements
- Monitor order progress and proactively identify and resolve any issues that may impact delivery performance
Customer Service & Communication
- Build and maintain strong relationships with customers, providing a professional and responsive service at all times
- Communicate effectively with customers regarding order status, delivery schedules, stock availability, and any service-related issues
- Investigate and resolve customer queries and complaints, escalating where appropriate
- Maintain accurate records of customer interactions and transactions within company systems
Supply Chain & Logistics Coordination
- Liaise with internal departments, suppliers, manufacturing teams, and logistics providers to ensure timely order fulfilment
- Coordinate deliveries and monitor shipment schedules to ensure customer expectations are met
- Support inventory and stock management activities where required
- Assist in resolving supply chain and delivery issues to minimise disruption to customers
Administration & Reporting
- Maintain accurate customer, order, and delivery records
- Produce regular reports relating to order status, customer activity, service levels, and operational performance
- Process documentation accurately and in accordance with company procedures
- Ensure compliance with company policies and data protection requirements
Continuous Improvement
- Identify opportunities to improve customer service processes and operational efficiencies
- Participate in process improvement initiatives and support departmental objectives
- Contribute to a positive team environment through collaboration and knowledge sharing
Skills & Experience
Essential
- Previous experience in Customer Order Management, Customer Service, Account Management, Supply Chain, Logistics, or a similar role
- Experience managing customer orders from receipt through to delivery
- Strong customer service and relationship management skills
- Excellent verbal and written communication skills
- Strong organisational skills with the ability to manage multiple priorities
- High level of accuracy and attention to detail
- Experience using ERP, CRM, or order management systems
- Good knowledge of Microsoft Office applications, particularly Excel and Outlook
Desirable
- Experience within a manufacturing, engineering, construction, or technical environment
- Knowledge of supply chain and logistics processes
- Experience handling escalations and complex customer enquiries
- Understanding of export documentation and shipping processes
- Experience supporting continuous improvement initiatives
IND1
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Pay: £15.00-£16.00 per hour
Benefits:
- Free parking
- On-site parking
Work Location: In person
