Customer Order Management Representative

Contract duration is 12 months, this will likely get extended

Location: Peterborough

This is currently a fully onsite role, 5 days per week onsite especially during the initial training period.
It's expected this will evolve to a hybrid role (2 days per week remote).

We are looking for candidates with 2 or more years of experience in a similar role.
COM or CS experience in a manufacturing or engineering environment is required
Some technical affinity/understanding is required for this role.
Good communication skills are a must!

Job Summary:
Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

Key Responsibilities:
- Responsible for assigned customer accounts for the entire order life cycle (from new customer setup, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
- Act as the single-point-of-contact to client's customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders
- Providing accurate documentation and continual communication to customer throughout the process.
- Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of client processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
- Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
- Maintain accurate records of all internal and external interactions in the appropriate database/system.
- Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
- Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
- Knowledge of Quality Management Systems.
- Support Supervisor with hosting customer visits at local facility.
- Prepare and distribute standard and customized internal and customer reports.
- Understand Customer Order Management policies, procedures and metrics.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
Participate in/lead process improvement projects.