Job Title: Customer Sales Co-Ordinator
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Job Type: Fixed Term Contract (12 months maternity cover)
Salary: Negotiable (D.O.E)
Location: Yatton, North Somerset
Customer and CRM Sales Co-ordinator required for a manufacturing company based in North Somerset. You will be responsible for the order management process for assigned area, ensuring that all orders are processed effectively, accurately and owned and managed from start to finish to customer satisfaction and company standards. Responsible for formal tender/contract review, including documentation, decision making and escalation where appropriate. Liaising with our Service Providers, supporting new users and forwarding system improvements/challenges to our Service Provider.
1. Contract Management:
Analyse terms of customers' contracts to highlight areas of risk, including commitments, liabilities, ambiguities, conflicts or deviations from scope of work.
Develop and manage appropriate processes to monitor compliance, and escalate non-compliance, with contract terms and conditions, and improve control and visibility over financial and legal commitments; ensure due diligence is complete.
Ensure awareness and appropriate utilisation of Group Legal for commercial law advice, guidance and support.
2. Customer Management (satisfaction):
To be responsible for assigned customer base, ensuring customers receive order confirmation and acknowledgement, information and delivery to their expectations.
Handle customer queries, objections and complaints through to successful completion with assistance from relevant departments.
Provide customer order management and post-delivery customer follow up
Close customer-oriented cooperation with end-users, contractors, agents and all departments.
Manage critical Customer, Product and Sensitive orders
Issues are escalated with sales and internal departments.
3. Operational Effectiveness and Process Management:
Ensure that Company Compliance requirements are adhered to specifically Export, Customers, Tax, using appropriate resource specialists if required
Ensure orders are processed efficiently and effectively and filing standards are maintained
Ensure all order documentation is in order, correctly collated, authorised and filed appropriately, including tenders, licence and non-disclosure agreements, agency and distribution agreements, sales terms, supply and service agreements, IP transfer agreements and customs documentation etc.
Liaise with inter-company / federal office sites for order management of inter-company orders
Ensure the ongoing maintenance of appropriate company systems, such as ERP and CRM systems for assigned customers order tracking on assigned orders
Review all commercial aspect of orders and manage all related paperwork; add/ maintain all order commercial information within the system databases
Report relevant Key Performance Indicators (KPIs).
Manage and report Net Promoter Score (NPS) and customer visits for your territory
Manage opportunity pipeline accuracy and forecasting for your territory by working closely with sales team
Assist in delivering an integrated sales support function (bid/tender support)
4. Technical Knowledge/Expertise:
Maintain excellent working knowledge of order processing system
Maintain knowledge of change in contract law and other legal requirements
Maintain knowledge on local compliance requirements and on company processes.
Education / Qualifications:
Appropriate level education to enable interpretation of complex principles and assessment of risk
Relevant experience in a commercial environment similar to that at OIPT would be useful (high tech, high mix, low volume).
A working experience of maintaining and operating 'Order Entry' systems and software is essential.
Experience of working in a role closely linked to the customer would be useful.
Highly PC literate, particularly in MS Office, Web based applications and, ideally, MRP systems.
Professional Skills/ Abilities:
Experience and some formal training in contract law, contact drafting and administration, negotiation of change orders, effective correspondence, planning and scheduling
Structured approach to problem solving.
Excellent administration skills
A customer - focussed approach to delivering excellent service and improved accuracy.
Experience of export licences would be useful.
Project management skills
Time management skills
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