Customer Order Management Specialist

**Job Title Customer Order Management Specialist**

**Department Order Management**

**Location** **Colchester**

The Woods business was established in 1909 and continues to manufacture in Colchester, United Kingdom. We have around 250 people across all business functions from sales through design and product assembly & testing, as well as businesses in USA, UK, Germany & Singapore.

At Woods Air Movement, our culture and values are at our core:

- **Ambition**: We set ambitious targets, going the extra mile to achieve them and strive for excellence in everything that we do.
- **Entrepreneurship**:We challenge the status quo and are proactive in finding ways to achieve our objectives. We take initiative, work sustainability, getting things done efficiently and effectively.
- ** Accountability**: We say what we deliver, and we deliver what we say. We behave with integrity and have a strong moral compass.
- **Teamwork**: We work together as a team, are transparent, inclusive, and leverage the diverse resources we have in the Group.

**Main**Purpose**of**Role**:
As a Customer Order Management Specialist, you will play a pivotal role in overseeing multiple customer accounts. Your primary responsibilities include cultivating and enhancing customer relationships, serving as the initial contact for order management, cradle to grave. The key objective is to foster robust customer connections and drive sales through the delivery of exceptional customer service. This role involves reviewing, and entering sales orders into our MRP system, expediting orders, and collaborating cross-functionally to deliver proactive, timely, and precise feedback to our valued customers.

**Main Duties & Responsibilities**:

- Serve as the primary contact for designated customers, managing a portfolio of assigned accounts. Responsible for all order-related communications, from entry to resolution of customer service enquiries, consistently exceeding customer expectations in terms of responsiveness.
- Efficiently oversee the end-to-end order management process to eliminate unnecessary delays in other departments. Minimise finished goods inventory by ensuring timely communication and proactive coordination throughout the order fulfilment process.
- Prepare quotations for the distribution network and key accounts, ensuring prompt and on-time delivery of technical estimates and quotations, utilising numerous fan selection software tools.
- Confirm and acknowledge customer orders within agreed Key Performance Indicators (KPIs) and designated timescales. Regularly review and proactively notify customers of any unavoidable delays, maintaining transparency and accountability.
- Ensure accuracy in the entry of all data into the MRP system, adhering to established processes, including thorough price verification.
- Timely provision of all necessary customer documentation, including order acknowledgments, drawings, and certificates, with a focus on efficiency and adherence to deadlines.
- Address and progress all expedite requests for designated customers by collaborating cross-functionally with Planning, Purchasing, Engineering, and Operations teams. Streamline communication and coordination to meet customer expectations effectively.

**Person Specification/Profile**:
You believe in a customer-focused company and want to be part of a team that provides world-class customer experiences. By going the extra mile, you support your team to produce high-quality results to ensure customer satisfaction. Innovation is part of your DNA and drives you to find solutions to everyday challenges. You are resilient and do not shy away from new or changing priorities. Your logical approach contributes to meeting our service level by overcoming obstacles quickly and with integrity.
- Positive, energetic, resilient, and highly motivated individual with the confidence to propose and implement innovative ideas for achieving success.
- Proficient in computer operations with comprehensive knowledge of CRM systems, ERP systems, and Microsoft tools (Word, Excel, PowerPoint, SharePoint, Teams, Outlook).
- Exhibit advanced verbal and written business communication skills characterised by clarity, conciseness, courtesy, and professionalism.
- Possess strong problem-solving capabilities and a track record of successfully seeing solutions through to completion.
- Demonstrate a high level of accuracy in data entry and administrative tasks, showcasing meticulous attention to detail.
- Showcase excellent customer handling skills and a proven history of delivering outstanding customer service.
- Excel in organisation and prioritisation skills, displaying a proactive approach whilst in a busy, high-pressure environment.
- Possess technical capacity to comprehend our products, aiding in the accurate and timely processing of product orders.
- Confident, self-motivated team player with a good telephone manner, capable of handling customers from various industries, levels, backgrounds,