<p>EPW2</p> <p>Job Title: Contract Co-Ordinator</p> <p>Location: Upton Upon Severn</p> <p>Days and Hours of Work: Mon-Thurs: 8:00am-4:30pm & Fri: 8:00am-1:30pm</p> <p>Reports to: Social Internal Contracts Manager</p> <p>Job Purpose:</p> <ul> <li>Processing all customer enquiries and orders in an accurate, professional and timely manner in accordance with the company KPI's. </li><li>Dealing with a volume of calls and emails. </li><li>Proactively working with operational areas to provide customers with proactive communication and accurate delivery timescales by phone and email. </li><li>To action any other reasonable request from the Department Manager or member of the Senior Leadership Team and assist the team as applicable. </li><li>To undertake such other duties, Projects, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of the job. </li></ul> <p>Key Accountabilities:</p> <ul> <li>Dealing with all processing of a customer order on a "supply only", "Survey & Supply" or "Survey, supply and fit" basis </li><li>Proactively communicating with customers to notify them of any shipment delays (and catch backl plan) </li><li>Regular proactive communication with customers concerning deliveries and delivery dates - both verbal and in writing </li><li>Proactively liaising with all internal departments to enable you to provide allocated customers with shipment dates and early indication of shipment delays </li><li>Direct communication with Contracts Managers and other stakeholders (ie surveyors) as required to satisfy customer needs </li><li>Weekly reporting on current status of all contracts to the Manager and the customer, including product at various stages of processing and delivery lead times </li><li>Provide customers with product/technical information and seek assistance from other departments in the event that you are unable to resolve the customers query </li><li>Address all order queries with the customer in a timely fashion </li><li>Check initial order for inaccuracy and missing components </li><li>Ensure all information processed/acted upon complies with the current procedures and standards of the company </li><li>Ensure all delivery addresses are correct prior to delivery of product </li><li>Liaise daily with customers on deliveries due to take place over the coming days </li><li>Liaise with the accounts department to ensure allocated customer's orders can be released in line with the customer's credit limits and if necessary, liaise with customer to provide up-to date information concerning orders which could be adversely affected by account issues </li><li>Assist line Manager in maintaining and reporting departmental KPI's and identifying opportunities for improvements </li><li>Assisting work colleagues within the team to ensure the department achieves the agreed departmental KPI's </li><li>Actively participate in all appropriate training activities </li><li>Ensure adherence to all organisational policies, management systems and standard operational procedures, including legal responsibilities in relation to Health, Safety, Environmental and Quality </li><li>Develop and foster good working relationships with colleagues and contracted personnel in order to maintain the company Vision and Values </li><li>Represent the organisation in a positive way to avoid reputational damage to our corporate image or bringing the company into disrepute </li></ul> <p>Key Experiences and Skills Required:</p> <ul> <li>A willingness to always help and provide excellent customer service </li><li>A 'can do' attitude, able to take full ownership for solving issues </li><li>A flexible approach </li><li>Excellent communication skills both verbally and written </li><li>Taking accountability for solving issues relative to responsibilities </li></ul> <p>Desirables Skills, Personal Attributes, Qualifications and Experience Required:</p> <ul> <li>Clean, neat and tidy approach at work </li><li>Punctual and adaptable </li><li>Ability to work on own initiative or as part of a larger team </li><li>Professional and polite manner </li><li>Motivated to learn and develop skills and take an integral part in your own personal development </li><li>Attention to detail </li><li>Being able to remain professional when dealing with challenging situations </li><li>Driven approach to work </li><li>Be able to communicate at all levels </li><li>Able to multitask in a fast-paced environment </li><li>Excellent communicator both verbal and written </li><li>Proficient in Microsoft applications and other appropriate IT systems </li></ul>