Order Manager

Customer Service 

Accountable for providing high level of service to both internal and external customers, such as placing and taking ownership of orders and ceases, ensuring data accuracy of inherited and owned customer data to ensure right first-time delivery and handover into In-life support. Owning the process of orders that fall outside of business rules, providing final invoicing calculation whilst ensuring Commitment Base Management is adhered too and maintained.  

Order Input – external supplier portal & internal systems 

Responsible for placing, processing and ceasing of third-party orders onto our external suppliers accurately and in a timely manner to ensure right first-time delivery to handover and end of life and be the voice of the customer, both internally and externally with our suppliers. 

Commercial Procedures 

You will be responsible for following strict commercial process; ensuring customer contracts are commercially sound and logical together with challenging any costs or network designs (within required parameters). The financial importance within the role lends itself to minimum errors whilst focussing on ensuring company processes are being adhered too but challenged where applicable, to ensure the customer is always at the forefront of the journey. 

Procedures 

You shall ensure orders placed with third parties are technically validated and processed onto our Suppliers portals meeting our criteria of Time, Cost and Quality to ensure the best chance of excellence through the Delivery Process. To avoid minimal impact to our customers, you will take full ownership of tasks and problem solving. You are accountable for presenting resolutions and will carry these out in line with company process. Creating and maintaining positive supplier relationships and providing relevant feedback through the appropriate channels to support service management.  

Ceasing of a service requires information from the customer is correct and to challenge where there are discrepancies to avoid taking down any unexpected services. 

Stakeholder Management 

Ability to proactively build and maintain positive relationships with stakeholders, gaining trust that enables you to positively influence outcomes for our customers.  Stakeholders can be internal (Project Management, Design, Tier 3 and Field Engineers) as well as our external partners and third-party suppliers.  Ability to leverage relationships to gain buy-in to mitigate or avoid conflicts of interest.  Be the voice of the customer.   

Continuous Improvement 

Identifies opportunities to enhance service and reduce costs by continuous improvement of process and practices.  

Delivery Reporting 

Organise and control the collation of data and preparation of reports, schedules, summaries, and correspondence as necessary for your customer orders.