Customer Fulfilment Coordinator Cf2

Responsible for the end-to-end contract management lifecycle of our more complex customer accounts (MPS, Professional Print, named accounts) Act as an advisor to help guide Sales on best approach and any dependencies in relation to contract management processes and procedures.

Responsible for managing the accurate and timely billing for defined list of customer accounts. Manage any manual billing requirements as defined by each account.Effectively manage any guided change requests, contract updates, prolongations, new contract creation requirements and change requests in the system.

Utilise data and reports available to monitor and manage all contract activities, minimise any backlogs, identify errors, manage credits, end of month journals and other key housekeeping tasks

With a focus on delivering an excellent customer experience, the coordinator will proactively manage and respond to any queries within SLA and own relevant contract issues through to a successful resolution.

**What we give**:
With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly. Scope - The coordinators are responsible for managing the contract lifecycle for our more complex customers. Within scope are all contract management activities including new contract setup, standard and non-standard billing setup, prolongations, terminations, novation’s, rollovers, solutions renewals, data management and query resolution.
- Contract Management - Ensure accuracy in contracts setup and activation, responsible to ensure all contract authoring activities are completed within SLA. Understand issues that prevent authoring and support escalation to achieve resolution. Implement action plans for contracts aged 10days + and proactively manage backlogs. Make recommendations on improvements that will improve customer service, reduce risk or simplify handling
- Billing - Manage accurate and consistent billing for a defined list of customers. Working closely with Sales to review and optimize customer billing, minimize errors and queries. Responsible for all billing related activities; manual billing processes, meter read uploads, upload of invoices to portals, consolidated billing. Create and maintain crib sheet for all customers defining billing cycles, customer specific agreements and dependencies
- Terminations - responsible for the processing of termination requests. Coordinators will be required to raise termination requests using our internal customer management tool (CPQ) and then process via PearlChain. Work with Sales/Service to plan bulk terminations to ensure that these are managed within SLA
- Provide support to Sales and Sales Admin in relation to offline complex pricing queries and solutions renewals. Own the end-to-end process for Solutions renewals and the terminations process. Work directly with the CPQ tool and Pearl Chain to process renewals and terminations
- Housekeeping - Establish root cause for issues/delay/errors (by area) and feedback on accuracy issues or process failure/s. Ensure housekeeping completed within SLA. Understand issue that prevented completion, highlight any which have a financial impact and escalate to Service Finance where appropriate
- Leasing - responsible for the management of all contract management related internal lease activities and queries
- Solutions - responsible for managing solutions related requests and queries. Provide direct support to Sales, Service and Professional Services in relation to SIF (software in the field) reports, contract data and renewal dates. Coordinate and manage the renewal business and processes directly with our 3rd Party Solutions providers. Identify accounts with low margin and take action to protect and grow revenue. Responsible for managing all solutions related queries in a timely manner.
- Training & Support - provide support to new starters where required, help with onboarding, support knowledge transfer in relation to systems and processes to ensure that individuals become productive quickly. Take an active role in the continual improvement of processes and the sharing of best practice

**What we ask**:
QUALIFICATIONS
- GCSE / A Level - English & Mathematics

EXPERIENCE/SKILLS
- Excellent communication skills, both verbal and written, along with excellent inter-personal skills
- Demonstrable experience of prioritising issues, and working with a sense of purpose and ownership
- Experienced in delivering to tight deadlines, self-driven and motivated
- Experience of working with Sales teams or in a Sales Admin role, or able to demonstrate an understanding of the impact the role of Sales Admin Professional plays within the Sales team, the E2E process and the customer experience
- Excellent IT skills, strong Exce