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Customer Contract Coordinator

1 month ago

Thame, United Kingdom Lucy Group Ltd Full time
Internal Job Title: Customer Contract Coordinator
Business: Lucy Electric UK Ltd
Location: Thame, Hybrid
Job Reference No: 3555
Job Purpose:
Customer interface from initial customer enquiry to order delivery, managing complex customer orders with time critical delivery requirements and varied contractual obligations.  Coordinate and progress through all internal departments to meet and exceed customer expectations, customer deadlines, internal business targets and always provide exceptional customer service.
Business Overview:
Lucy Electric is an international leader in intelligent secondary power distribution products and solutions, with features such as remote operation and monitoring. Linking energy generation to consumption, the business specialises in high-performance medium and low-voltage switchgear for utility, industrial and commercial applications.
Job Context:
Working as part of the customer service team providing excellent support to both internal and external customers.
Job Dimensions:
The role will be based at Thame, travel within the UK may be required from time to time.
Key Accountabilities:
Receive complex customer orders and contracts and manage the internal contract review process through to a successful conclusion
Identify and monitor terms and conditions of the order / contract highlighting and escalating within the business as required
Ensure that all elements of the order or contract are identified and achieved and that all internal procedures are followed
Manage the end-to-end order process taking ownership of the order, engaging regularly with the customer, and working with internal teams to problem solve any potential issues in achieving the customer requirements
Understand and mitigate risk throughout the process, following defined escalation channels to highlight delivery delays or shortages, ensure that critical delivery dates are achieved
Manage financial aspects of the orders / contract ensuring that advanced or staged payments are achieved, and payment delays avoided
Work with the sales team to understand forecast and pipeline order probability and requirements, engaging with the customer at the earliest possible stage and supporting all pre-sales activity as required.
Consolidate delivery dates and drive customers to provide firm and accurate delivery forecasts
Take ownership of all queries from the customer and supporting them through to resolution engaging with global manufacturing and quality teams as required.
Attend and actively participate in production and operations planning meetings identifying priorities, troubleshooting, and problem solving.  
Develop project plans and provide regular updates on status
Manage customer changes, documenting and implementing accordingly
Provide open order, on time delivery, and invoicing reports to meet individual customer requirements and internal KPI’s (key performance indicators)  
Work with the Shipping & Logistics Coordinator to ensure that all customer orders are dispatched in line with customer requirements including any letters of credit, export documentation or pre-shipment inspections / factory acceptance tests (FAT).
Build and maintain customer relationships
Drive improvements in customer satisfaction through the continual review of processes and procedures working with colleagues to demonstrate exceptional customer service values 
Qualifications:
Minimum Qualifications, Knowledge and Experience
Proven experience coordinating complex customer orders
Experience of working in a busy office environment
Contract management
Delegation skills
Problem solving
Troubleshooting
Educated to a degree level or an equivalent levelBehavioural Competencies
IT literate with excellent Microsoft Office knowledge
Excellent communication and interpersonal skills at all levels
Highly organized with excellent communication skills and attention to detail 
Does this sound interesting? We would love to hear from you. Our application process in quick and easy. Apply today
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