Customer Order Management Specialist

DESCRIPTION

We are looking for a talented Customer Order Management Specialist to join our team specializing in Customer Service for our EU Aftermarket Cummins Drivetrain and Braking Systems Customer Service department in Grosvenor House, Redditch, United Kingdom.

In this role, you will make an impact in the following ways:

• Ensure Timely Order Fulfillment: By managing the entire order life cycle efficiently, you'll help ensure that customer orders are processed, modified, and fulfilled on time, enhancing customer satisfaction.
• Provide Expert Guidance: Offering consultative support and making informed recommendations to customers will help them navigate order-related queries and issues, building trust and reliability.
• Act as a Reliable Point of Contact: Being the single-point-of-contact for customers, you'll resolve order inquiries and escalations promptly, ensuring a smooth and positive customer experience.
• Demonstrate Customer Support Excellence: Continuously showing compassion, empathy, and support in all communications will strengthen customer relationships and promote a customer-centric culture.
• Collaborate with Internal Teams: Liaising with production, planning, and materials teams will ensure accurate and timely order processing, contributing to the achievement of financial targets.
• Enhance Communication Across Functions: By working with sales, warehouse, and logistics staff, you'll confirm order statuses and resolve queries, ensuring seamless operations and customer satisfaction.
• Support Departmental Goals: Contributing to the development and enhancement of standard administrative practices will help the department become more proactive and customer-focused.
• Drive Continuous Improvement: Participating in continuous improvement projects and identifying proactive communication ideas will help streamline processes and improve overall efficiency.

• Comprehensive Order Life Cycle Knowledge: Understand the phases of the end-to-end order life cycle, including terminology and functional collaboration, to ensure customer orders are fulfilled and customer support is interconnected for a positive experience.
• Proficiency in Order Life Cycle Systems: Demonstrate the ability to navigate system screens for processing customer orders, modifications, and queries, ensuring accurate and timely order processing and resolution.
• Effective Order Processing Skills: Manage the processing of customer EDI orders from receipt to exception identification and resolution, ensuring orders meet customer requirements. Maintain accurate process documentation and work instructions.
• Strong Cross-functional Collaboration: Work effectively with internal teams (Sales, Material Planning, Quality) and logistics providers to drive team performance and improve delivery outcomes.

• Documentation and Process Management: Expertise in creating and maintaining accurate process documentation and work instructions, ensuring they are updated and aligned with company standards.
• Order Lifecycle and Customer Relationship Management: Capability to oversee the complete order lifecycle, acting as a reliable single-point-of-contact for customers, handling order processing via EDI and manually, scheduling, and shipping issues with efficiency and professionalism.
• Cross-functional Collaboration and Team Coordination: Excellent collaboration skills to work with internal teams (e.g., Sales, Material Planning, Quality) and logistics providers, driving team performance and improving delivery outcomes.
• Proficiency in Microsoft Office- including Word, Excel and PowerPoint.
• Experience in customer order management, with a focus on customer-facing interactions.
• Candidates must be fluent in Italian or French, or Spanish, with strong written and verbal communication skills.
• Excellent verbal and written communication skills in English are essential.
• EDI Proficiency and Troubleshooting Skills are desirable.