Contracts Co-ordinator

EPW2

JOB TITLE: Social team - Contract Co-Ordinator

SITE LOCATION: Upton Upon Severn

HOURS OF WORK: Monday – Thursday: 8:00-16:30 & Friday 8:00-13:30

Job Purpose:

• Processing all customer enquiries and orders in an accurate, professional and timely manner in accordance with the company KPI's.
• Dealing with a volume of calls and emails.
• Proactively working with operational areas to provide customers with proactive communication and accurate delivery timescales by phone and email.
• To action any other reasonable request from the Department Manager or member of the Senior Leadership Team and assist the team as applicable.
• To undertake such other duties, Projects, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of the job.

Key Accountabilities:

• Dealing with all processing of a customer order on a "supply only", "Survey & Supply" or "Survey, supply and fit" basis
• Proactively communicating with customers to notify them of any shipment delays (and catch backl plan)
• Regular proactive communication with customers concerning deliveries and delivery dates – both verbal and in writing
• Proactively liaising with all internal departments to enable you to provide allocated customers with shipment dates and early indication of shipment delays
• Direct communication with Contracts Managers and other stakeholders (ie surveyors) as required to satisfy customer needs
• Weekly reporting on current status of all contracts to the Manager and the customer, including product at various stages of processing and delivery lead times
• Provide customers with product/technical information and seek assistance from other departments in the event that you are unable to resolve the customers query
• Address all order queries with the customer in a timely fashion
• Check initial order for inaccuracy and missing components
• Ensure all information processed/acted upon complies with the current procedures and standards of the company
• Ensure all delivery addresses are correct prior to delivery of product
• Liaise daily with customers on deliveries due to take place over the coming days
• Liaise with the accounts department to ensure allocated customer's orders can be released in line with the customer's credit limits and if necessary, liaise with customer to provide up-to date information concerning orders which could be adversely affected by account issues
• Assist line Manager in maintaining and reporting departmental KPI's and identifying opportunities for improvements
• Assisting work colleagues within the team to ensure the department achieves the agreed departmental KPI's
• Actively participate in all appropriate training activities
• Ensure adherence to all organisational policies, management systems and standard operational procedures, including legal responsibilities in relation to Health, Safety, Environmental and Quality
• Develop and foster good working relationships with colleagues and contracted personnel in order to maintain the company Vision and Values
• Represent the organisation in a positive way to avoid reputational damage to our corporate image or bringing the company into disrepute

Key Experiences and Skills Required:

• A willingness to help and provide excellent customer service at all times
• A 'can do' attitude, able to take full ownership for solving issues
• A flexible approach
• Excellent communication skills both verbally and written
• Taking accountability for solving issues relative to responsibilities

Desirables Skills, Personal Attributes, Qualifications and Experience Required:

• Clean, neat and tidy approach at work
• Punctual and adaptable
• Ability to work on own initiative or as part of a larger team
• Professional and polite manner
• Motivated to learn and develop skills and take an integral part in your own personal development
• Attention to detail
• Being able to remain professional when dealing with challenging situations
• Driven approach to work
• Be able to communicate at all levels
• Able to multi task in a fast paced environment
• Excellent communicator both verbal and written
• Proficient in Microsoft applications and other appropriate IT systems