Role ResponsibilitiesKey responsibilities will include but not be limited to:Customer Order Validation:
- Responsible for entering sales orders into our CRM system, in line with customer order details.
- Accurately check all customer orders to ensure that all minimum information has been provided by the Sales team including but not limited to:
o Customer information (contact details, delivery information)
o Full description of the goods and services sold.
o Financial information
o Billing details
o Ensuring credit checks have been performed.
o Service start and end dates
o Signed documentation (e.g., T’s & C’s, PO’s)
- Conduct a contract review on receipt of the customer’s order against the original quotation ensuring that any differences are resolved and documented.
- Maintain records for quotations, customer orders, contract review information, and order amendments.
Order fulfillment:
- Initiate Operational fulfillment workflow processes including but not limited to:
o Procurement process initiation (to trigger procurement of goods and services)
o PMO process initiation (to initiate Enterprise Project resourcing process)
o Provisioning process initiation (to initiate Provisioning Project resourcing)
- Resolve queries with the Sales team where required.
- Resolve queries from Operations teams where required.
- Liaise with and inform the Procurement team of any changes in delivery requirements taking into consideration any commercial implications.
- Update customers on the Estimated Time of Arrival for goods ordered.
- Provide support as required in external audits.
- Monitor central mailboxes and action messages accordingly.
Customer Journey Enhancement:
- Work in partnership with the Operations leadership team to re-design the VCG Customer Journey from the point of the customer order being received.
- We want to deliver the best post-sale experience for our customers – we want our customers to know what the next step is for their order and ensure that they are receiving the best possible support whilst we fulfill their order.
- Ensure customers are notified of the next steps for their order including their key points of contact for the order during the procurement process and/or project delivery contact.
- Check-in on our customers to ensure that VCG has met all of their needs when fulfilling their orders.
Skills & Experience:Key Skills and Experience would include but not be limited to:
- Extensive customer service experience is essential.
- Sales Operations experience is essential.
- Experience in using CRM software is preferred but not essential – training will be provided.
- Proficient use of Office 365
- Confidence in communicating with internal and external stakeholders.
- Team leadership experience preferred (this role will be responsible for a direct report).
Personal Qualities:
- Accuracy & attention to detail
- Excellent communication skills (verbal and written)
- Builds rapport
- Planning and organising
- Teamwork
- Punctual and reliable
- Resilience and an ability to challenge others where required.
Equal Opportunities:We are an equal-opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.
Right to Work:Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK.
Flexible Working:We can offer flexibility for full-time or part-time work. Standard working hours are 37.5 hours each week, usually 9:00 am to 5:30 pm, these hours can be varied to suit childcare or other commitments. We believe that part-time workers also have a valuable contribution to make to our workforce, alongside our full-time employees.
