Order Management Coordinator/ Administrator (Dutch or German Speaking/Understanding preferred but not essential)

Location: Hemel Hempstead - UK

JOB SUMMARY:

Reporting to OM Supervisor for all Business Units. This role is to be pro-active in all areas that fall under the Global Customer Service umbrella, also support of the all team members in other aspects of the OM Role

JOB QUALIFICATIONS:

Education and Formal Training

• ERP system order entry experience with Oracle, Salesforce desirable
• Strong customer support administration background with experience of a recognized service management system

PRIMARY JOB FUNCTIONS:

• Fast paced order Entry in ERP system (Oracle)
• Reviewing the customers orders when in hand (obtain approvals for discounts, non-standard payment terms)
• Support and process of all sales orders relevant to the OM Department to include Material, consumables and Printers orders, and credits associated with faulty goods
• Follow through orders to ensure timely dispatch, resolving any delivery queries that may arise
• Managing shipments and deliveries and responding in a timely fashion to all requests
• Ensuring all orders are processed and completed and followed through in line with SOX procedures
• Any ad hoc administration tasks which are required from time to time
• Monitor OM email inbox and action and respond accordingly
• Work closely with several teams (Account receivable Logistics)

Knowledge, Skills & Abilities

• Practical understanding of the use of purchase orders, credit/debit memos, and invoices
• Building strong relationships with customers through the processing of their orders
• Maintaining excellent procedures and documenting in detail
• Customer focused and enthusiastic at all times
• Experience of working in a multi-national environment
• Ability to multi-task in fast paced environment, and work with minimal supervision
• Self-motivated with the ability to work at all levels within the organisation
• Excellent communication skills
• Ability to work under pressure
• Dutch or German speaker (does not have to be native speaker)

Desirable

• Administrative background
• Excel skills required
• Oracle, Salesforce experience
• Knowledge of Export: Procedures + Documentations, (understanding Incoterms, Letter of credit) would be a plus.

Job description

Our client is offering and exciting opportunity at a welcoming marketing agency in Hemel Hempstead Working 4.5 days a week.

About the client:

A vibrant marketing agency in Hemel Hempstead on a 4.5-day workweek. they specialise in providing outsourced marketing services, catering to companies without marketing resources or those in need of additional support. They are currently seeking a new Business-to-Business Telemarketing Executive to engage in telemarketing/telesales activities, ensuring a timely and professional approach that aligns with their commitment to 'maximum energy optimum results.'

Responsibilities:

• Collaborate with clients to gather campaign briefs.
• Contribute to the creation of briefing documents, highlighting key selling points for telemarketers.
• Engage in strategic conversations with director-level personnel to support marketing campaigns.
• Schedule sales appointments for client sales teams.
• Follow up on event invitations and confirm attendance for maximum participation.
• Conduct surveys/questionnaires over the phone.
• Assist in data cleaning and entry for list building before marketing campaigns.
• Thoroughly record all calls and results (approximately 60-90 calls per day) with keen attention to detail.
• Provide daily and weekly progress reports to ensure campaign objectives are met.
• Share results with clients as needed.
• Undertake ad hoc tasks as required.

Required Skills:

Business Skills:

• Demonstrated understanding of business and IT issues.
• Excellent telephone etiquette.
• Resilience and persistence.
• Fluent English verbal and written skills.
• Effective communication at all business levels.
• Knowledge of sales processes and methodologies is advantageous.

Technical Skills:

• PC literacy.
• Proficiency in Microsoft Word and Excel.
• Experience with web search engines.
• Familiarity with various databases and CRM systems, especially Salesforce, is a plus.

Experience:

• Previous telemarketing/telesales experience.
• Strong attention to detail.
• Results-oriented and customer-focused.
• Quality awareness and professionalism.
• Possession of a driving license.
• Specific market experience is an advantage.

Personal Profile:

• Assertive (not aggressive).
• Confident (not arrogant).
• Positive (but realistic).
• Flexible and a team player.
• 'Roll your sleeves up' approach.
• Good communication skills.

Job Types: Full-time, Permanent

Salary: £26,000.00 per year

Benefits:

• Company pension
• Free parking

Schedule:

• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Hemel Hempstead: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Client Overview:

Our client is a leading provider of vehicle leasing services across the UK. With exciting commercial backing, they continue to deliver exponential growth year on year and are looking to growth and strengthen their hugely successful and motivated teams. As an award-winning business, they offer a fantastic set of benefits and opportunity for development.

Overall Objective and Scope:

The purpose of this role is to proactively manage the clients daily rental & Salary Sacrifice customers/relationships across existing customers. (split around 50% Daily Rental 50% Salary Sacrifice) The successful candidate will coordinate business strategies and processes across their allocated accounts and work closely with internal teams including Operations to establish and maintain relationships. The role will ensure a best-in-class service offering, alongside strong relationship building skills, quarterly review meetings and accurate reporting.

Key Duties and responsibilities:

• Providing pro-active account management to Daily Rental and Salary Sacrifice customers
• Salary Sacrifice customers will make up 50% of workload.
• Identify and manage opportunities within existing customers, improving visibility, processes and order take where possible.
• Documentation of customer contacts and agreements and collate data for monthly account reviews with both customers and supplier.
• Ensure Salesforce is regularly updated.
• Encourage and lead collaboration between internal and external stakeholders.
• Provide strategic and practical resolutions for the customers requirements and needs.
• Handling of and taking responsibility for internal and external enquiries, providing essential documentation, information, and advice where necessary.
• Attend regular Sales Meetings, provide updates, and present strategy.
• The demonstration of the online booking and reporting functionality to both internal and external customers.
• Working with all levels and areas of the business but predominately with Operations to achieve and exceed the set budgeted targets.
• Customer complaint management and resolution
• Quarterly scheme reviews with the customer via videoconferencing
• Customer/MI reporting with support from the Strategic Mobility Account Manager, Learn and support others as required.
• Provide system training to customers.
• Monthly telephone health checks with key allocated accounts.
• Quoting where necessary and follow up.
• To create cohesion with the operational team to improve communications with customers.
• Working with internal team operations to help deliver projects and hit deadlines.

Person Specification:

• Established history of rapport building and relationship management at a strategic level
• Customer care excellence
• A high level of IT literacy; with a robust knowledge of Excel, Word, PowerPoint and online systems
• Tenacity to see multiple tasks through to successful completion at any given time.
• Ability to work to tight deadlines and demanding targets.
• Strong attention to detail with an excellent customer service ethos
• Personal presence and credibility; demonstrating enthusiasm and self-motivation.
• Understanding of company car policies and procedures and to be able to explain these at a driver and fleet manager level.
• Positive, proactive, and enthusiastic

Key Skills:

• Strong organisational and time management skills with a proven ability to plan, problem solve and prioritise.
• Willingness to learn new knowledge and skills in order to adapt to changes with our product and services.
• Excellent communication skills

Values:

• Upholds the companies value for working in aforward-thinking manner, delivering results through integrityand the use of respect. Works smart to improve the future business as an individual and through great teamwork.

Client Overview:

Our client is a leading provider of vehicle leasing services across the UK. With exciting commercial backing, they continue to deliver exponential growth year on year and are looking to growth and strengthen their hugely successful and motivated teams. As an award-winning business, they offer a fantastic set of benefits and opportunity for development.

Overall Objective and Scope:

The purpose of this role will manage existing accounts managing relationships with new and current customers to build on current account performance and grow business internally.

Key Duties and responsibilities:

• Providing pro-active account management to segment 1 and 2 customers for salary sacrifice and contract hire customers.
• Identify and manage opportunities within existing customers improving visibility, processes and order take where possible.
• Documentation of customer contacts and agreements
• Work with the Marketing team to strengthen customer relationships especially with the launch of new accounts.
• Provide strategic and practical resolutions for the customers requirements and needs.
• Handling of and taking responsibility for enquiries (internally and externally), providing essential documentation, information, and advice where necessary
• Attend webinars (when required)
• Working with all levels and areas of the business but predominately with Customer Service, Implementation, and the Sales Team
• Help with customer issue management and resolution.
• Scheme reviews with the customer via videoconferencing
• Customer Management Information reporting when requested.
• Telephone health checks with key allocated accounts
• Quoting for drivers where necessary and follow up.
• Reduction reports gain knowledge and an understanding about how a reduction report is created and managed to enable queries to be answered from the employer.
• P11d reports creation and distribution of P11d reports when required for customers.
• Work with the Implementation team for the introduction of SME accounts to ensure the smooth transition from prospect to customer status.
• To create cohesion with the CS team to improve communications with customers and internally.
• Support with CH quoting when required for example during busy periods and holiday/sickness cover.

Personal Specification:

• Established history of rapport building and relationship management at a strategic level
• Customer care excellence
• A high level of IT literacy; with a robust knowledge of Excel, Word, PowerPoint and online systems
• Tenacity to see multiple tasks through to successful completion at any given time.
• Ability to work to tight deadlines and demanding targets.
• Strong attention to detail with an excellent customer service ethos
• Personal presence and credibility; demonstrating enthusiasm and self-motivation.
• Understanding of company car policies and procedures and to be able to explain these at a driver and fleet manager level.
• Positive, proactive, and enthusiastic
• Full UK driving licence is essential.

Key Skills:

• Strong organisational and time management skills with a proven ability to plan, problem solve and prioritise.
• Willingness to learn new knowledge and skills to adapt to changes with our product and services.
• Excellent communication skills

Values:

Upholds the companies value for working in a forward-thinkingmanner, delivering results through integrity and the use ofrespect. Works smart to improve the future business as an individual and through great teamwork.

Client Overview:

Our client is a leading provider of vehicle leasing services across the UK. With exciting commercial backing, they continue to deliver exponential growth year on year and are looking to growth and strengthen their hugely successful and motivated teams. As an award-winning business, they offer a fantastic set of benefits and opportunity for development.

Overall Objective and Scope:

The purpose of this team is to deliver the effective management of open orders. Delivered through the management of manufacturer, dealer and charging partners to ensure an efficient and successful delivery of new vehicles to drivers. The successful candidate will be responsible for working within the Order Admin and Placing Teams assisting in all areas of the department, providing customer service excellence. The Order Admin and Placing Teams are highly visible within the business, therefore dedication to consistent strong performance is key to meet set order targets each month. This role includes the preparation of contracts and ordering of vehicles.

Key Duties and responsibilities:

• Ensuring all orders are captured within a 24 hour turn around.
• Prepare contracts ensuring all key details and requests are included.
• Use proactive communication to ensure contracts are sent and received within SLAs.
• Liaising with dealers to ensure vehicles specs are accurately and effectively ordered.
• Building and maintaining mutual beneficial relationships with the dealer network.
• Placement of all customer quotes with most competitive supplier.
• Liaising with Pricing and Data team to ensure manufacturer pricing and discounts are all correct and managing monthly price increases.
• Highlighting vehicle specification issues and working with the dealers and customers to ensure we meet a happy resolution.
• Prioritising stock vehicles and committed stock deals to ensure a fast turnaround.
• Confidently contacting drivers and employers to resolve issues regarding contracts and vehicle updates from the dealers.
• Managing and investigating complex issues by taking ownership of the case.
• Supporting the achievement of the delivery process by successfully and effectively processing requoted orders with great attention to detail.
• Liaising with insurance partners for VIP drivers
• Updating customers on progress of quotes via email or phone as required
• Case management and responses within agreed hourly and Daily KPIs
• Handling inbound calls and confidently contacting drivers and employers to resolve any queries.

Person Specification:

• Excellent verbal and written communication skills
• Excellent knowledge of Excel.
• Analytical thinker.
• Polite and professional telephone manner.
• Proactively looks for how to do the best job.

• Asks questions to gain further context and impact.
• Self-starter with high skill levels of organisation and time management.

• Thrives when working as part of a team.
• Ability to flex and prioritise to meet varied business pressures.
• High accuracy levels and attention to detail.
• Confident in handling conflict.
• Ability to explain how to others.
• Motivated by and understands the importance achieving targets.
• Focused on the solution not the problem.
• A positive view, driven to make things better.
• Motivated by analysing data to find the root cause.
• Holistic thinker who looks for the best result not the easiest fix.
• Detailed and methodical.
• Creative and future thinking, not bound by current situations.
• Able to co-ordinate many / complex steps to get results.
• Talent for making the complicated, simple.

Values:

Upholds the companies value for working in a forward-thinkingmanner, delivering results through integrity and the use ofrespect. Works smart to improve the future business as an individual and through great teamwork.

Client Overview:

Our client is a leading provider of vehicle leasing services across the UK. With exciting commercial backing, they continue to deliver exponential growth year on year and are looking to growth and strengthen their hugely successful and motivated teams. As an award-winning business, they offer a fantastic set of benefits and opportunity for development.

Overall Objective and Scope:

Working within a small, dedicated team within the office you'll be providing customer service excellence and sales support to the entire business. Reporting to the supervisor of the Employee Engagement team, you'll work closely with the rest of the Employee Engagement Team and contribute to the continued growth and development of our rapidly expanding business.

Key Duties and responsibilities:

• Outbound proactive calls to customer base to directly sell the car scheme to interested parties.
• Monitor workload with a seven-day untouched case turnaround.
• To deal with a high number of inbound calls - conversion and follow up so secure an order.
• Consultative approach to overcoming customer objections.
• Dealing directly with customers via phone & email.
• Checking and communicating lead-times for motor vehicles.
• Arranging bespoke quotations for customers.
• To communicate special offers announced by the business to enhance order count.
• Attending driver roadshows and launch events, follow up on feedback and competitions.
• Updating customers on progress of their quote, suggesting alternatives for their needs.
• Assisting customers with initial login and assistance with the ordering process
• Assist the Supervisor with ad-hoc projects.
• Liaise and network with a range of stakeholders, e.g. customers, drivers, colleagues, suppliers, and partner organisations.
• Keep up to date with new vehicles on the market and test drive internal demo cars to enhance knowledge.
• Monitor live chat.

Person Specification:

• Comprehensive understanding of Salary Sacrifice schemes.
• Sales experience.
• Extensive vehicle knowledge.
• Team player.
• A proven ability to proactively plan, problem solve and prioritise.
• Ability to work well under pressure.
• A warm, enthusiastic, and outgoing personality.
• Self-motivated, driven, strong attention to detail with a flexible approach Asks questions to gain further context and impact.

Key Skills:

• Excellent communication skills
• Confident and polite telephone manner

Values:

Upholds the companies value for working in a forward-thinkingmanner, delivering results through integrity and the use ofrespect. Works smart to improve the future business as an individual and through great teamwork.