Engineer

Short Description

Manages the service delivery lifecycle of orders to ensure successful implementation, coordinates the order process internally and provides customer communications.

Job Summary

Order Manager is responsible for monitoring and coordinating orders for customers during the entire delivery lifecycle, ensuring that orders progress at all times and that any issues or delays are resolved on a timely manner. Order Manager plays a key role in engaging with the customer through various channels to provide high quality customer experience aligned with the targets defined by the business.

Job Description

Typical tasks and responsibilities will include:

• Taking full ownership of an order and ensure the delivery towards customer satisfaction and clear defined KPIs.

• Handling both outbound and inbound communications to the customer (via OM Portal, mail, phone or letters), and providing status updates, managing issues, and managing customer expectations

• Managing the co-ordination and prioritisation of pipeline with all Colt internal teams to minimise any impact on customer promise dates and the delivery of an order (i.e. interface with production units, manage fast track and drive revenue acceleration).

• Building and managing relationships with customers and providing regular communications and pro-active order updates

• Working closely with Sales and other Service Delivery teams

• Owning and performing key Order Management tasks like Production Control and Jeopardy Management (i.e. Managing delays and addressing customer issues)

• Ensuring documentation of all customer interaction and information to deliver the customer service is updated in Colt systems and sent to the customer following the standard OM processes in a timely manner.

• Performing system data cleansing in order to avoid any negative impact on customer satisfaction and revenue creation.

Skills

Education