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Customer Support Team Leader
2 months ago
Internal Job Title:
Customer Contract Coordinator
Hybrid Role
As a pivotal member of the customer service team, you will be responsible for orchestrating and advancing processes across various internal divisions to fulfill and surpass customer expectations, meet deadlines, and achieve internal business objectives while consistently delivering outstanding customer service.
Lucy Group Ltd stands as a global frontrunner in innovative secondary power distribution solutions, featuring capabilities such as remote operation and monitoring.
By connecting energy generation with consumption, the organization specializes in high-performance medium and low-voltage switchgear tailored for utility, industrial, and commercial sectors.
In this role, you will ensure that all aspects of customer orders or contracts are recognized and fulfilled, adhering to all internal protocols.
You will oversee the complete order process, taking full responsibility for each order, maintaining regular communication with customers, and collaborating with internal teams to resolve any potential challenges in meeting customer needs.
It is essential to identify and mitigate risks throughout the order process, utilizing established escalation procedures to report any delivery delays or shortages, ensuring that critical delivery timelines are met.
You will manage the financial components of orders/contracts, ensuring that advance or staged payments are secured and that payment delays are minimized.
Collaborating with the sales team, you will gain insights into forecasts and pipeline order probabilities, engaging with customers at the earliest opportunity and supporting all pre-sales activities as necessary.
You will take charge of all customer inquiries, guiding them to resolution while liaising with global manufacturing and quality teams as needed.
Participation in production and operations planning meetings is crucial, where you will identify priorities, troubleshoot issues, and provide solutions.
You will develop project plans and deliver regular status updates.
Providing reports on open orders, on-time delivery, and invoicing will be essential to meet specific customer needs and internal KPIs (Key Performance Indicators).
Collaborating with the Shipping & Logistics Coordinator, you will ensure that all customer orders are dispatched according to requirements, including any necessary documentation or inspections.
Building and nurturing customer relationships will be a key focus, as you strive to enhance customer satisfaction through ongoing evaluation of processes and procedures, working alongside colleagues to exemplify exceptional customer service values.
Candidates should possess experience in a dynamic office environment, familiarity with contract management, and proficiency in IT, particularly with Microsoft Office.
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