Order Fulfilment Assistant - Kidderminster
This person will be responsible for ensuring that internal and external customer orders are processed, monitored, and fulfilled accurately, promptly and efficiently. Daily interface with relevant Sales sector Managers/Reps and customers on order status, track shipment, delivery, backlog activities and resolving queries and financial credit issues. It is a role that will need a pro-active person who is able to work on their own initiative to drive the orders through the system to ensure an on-time delivery to customer.
KEY AREAS OF RESPONSIBILITY:
Process orders in ERP system accurately using the Order Entry checklist and resolve issues (holds, shortages, etc.) on the order.
Issue order confirmations, out of stock information, discontinued product information for every order processed. Confirm next available date for OOS items when requested.
Review order status and where necessary release orders into warehouse to meet on time delivery.
Coordinate with different department (Planning, Purchasing, Finance, National Accounts, OFO) to ensure orders will ship in full per requested delivery date.
Notify Sales teams and customers of any issues in meeting customer expectations and potential issues with orders.
For large orders, check with supply and planning teams to agree on potential solutions to offer to customers.
Provide priority instruction to the OFO team when necessary.
Communicate known promotional activity to customers.
Follow-up on delivery status and tracking information.
Ensure orders are invoiced timely and accurately.
Organise weekly conference calls to review and discuss open orders with Sales/customers using backlog reports created by SIOP Manager.
Backorder management of account portfolio with customers.
Filing is maintained on a regular basis.
Own knowledge of ColArt products is continually updated.
Log UK customers claims (faulty, damaged, missing goods, wrong prices etc.) and undertake corrective actions to resolve (credit/debit notes, free of charge replacements, returns etc).
Be proactive in suggesting long-term preventive solutions.
Communication and relationship
Be the key proactive contact for UK customers for order and shipment status, product availability and information, price information etc.
UK Commercial and Marketing team.
Accounting and finance teams.
Operate at local level (UK markets - DC2).
No direct reports.
Proficient with Microsoft Excel, Word & Outlook, good communication skills written and verbal.
Ability to multitask, have good time management skills.
Working knowledge/experience of ERP systems.
Excellent Communicator and a good telephone manner and able to speak English fluently.
HND/HNC/A- level equivalent education or minimum 2 years experience in Operations.
Attention to detail
Strong Interpersonal Understanding/Communication.
Treatment of customers (written or verbal) is always courteous and helpful, especially when working under pressure.
Candidates must be self-motivated and possess excellent oral and written communication skills. Organisational and time management skills are needed to ensure that the requested tasks are completed by the specific deadlines.
Excellent interpersonal skills are needed
Proficient with Microsoft Office
Some knowledge of Sales, Marketing, Finance, Accounting and Purchasing are strongly desired.
KEY PERFORMANCE INDICATORS
Customer Service Level value (OTIF) >91%
Order entry (number of order lines)
Claims/credits reduction by 50%