Customer Service and Order Management Job

Are you experienced in customer service, order processing, and working with different business teams to ensure customers receive their orders on time? This opportunity is suited to a professional who can manage customer requests, process orders accurately, follow up on deliveries, and help improve the overall customer experience.

The position combines customer service with order management, sales support, data analysis, and customer relationship management. The successful candidate will serve as an important link between customers and internal departments such as Sales, Planning, Logistics, and Credit Control.

What the Role Is About

The main purpose of this position is to provide customers with timely and high-quality support from the moment an inquiry or order is received until the matter is fully resolved.

The role involves receiving customer inquiries, registering requests, addressing concerns, and finding appropriate solutions. The person in this position will also process customer orders, monitor their progress, and work with relevant internal teams to make sure orders are created, dispatched, and delivered within the required timelines.

Customer satisfaction will be an important part of the job. This means paying attention to customer needs, responding to questions promptly, following up on outstanding matters, and ensuring that customer information and records remain accurate.

Managing Customer Orders

A significant part of the position involves taking responsibility for the customer order process.

Orders may come through different channels, including EDI, B2B platforms, VMI, phone communication, or email. The employee will be expected to receive these orders and enter the required information into the Sage system so that the appropriate order document can be generated.

Accuracy is essential during this stage. Customer orders need to be entered correctly and within the required timeframe. Errors in quantities, customer details, products, or other order information can affect subsequent processing and delivery.

The role also includes checking orders before they are processed. This involves considering logistics trade-term compliance and working with Credit Control to confirm the credit position of customers where credit sales are involved.

Working With Logistics and Internal Teams

After an order has been received and validated, the employee will coordinate with the Logistics Team to support the next stages of the process.

This includes identifying out-of-stock situations and preparing for periods when order volumes may increase. The objective is to ensure that customer orders are properly processed, dispatched, and delivered.

The position has a particular focus on delivery turnaround time. Customer orders should be handled with the aim of achieving a 24-hour turnaround for delivery.

There may also be specific customer requirements that need additional attention. In such situations, the Customer Service Administrator will be involved to help ensure the customer's needs are properly handled.

Effective communication with Sales, Planning, Logistics, Credit Control, and other relevant teams will therefore be an important part of the daily work.

Helping Customers Make Informed Choices

Customer service in this role is not limited to answering questions or resolving complaints. The employee will also be expected to provide customers with useful information about available products and commercial opportunities.

For example, customers may need to be informed when particular products are out of stock. They may also need information about promotions or newly introduced products.

By understanding customer needs and available products, the employee can help influence orders in a way that supports both the customer and the business.

The role also involves identifying opportunities for cross-selling and upselling. Where an existing or new customer may have an opportunity to consider another product or service, the employee should identify it and, where appropriate, pass the opportunity to a Sales Representative or Account Manager.

Information about current discounts and promotions can also be shared with customers when relevant.

Following Up on Requests and Claims

Customer requests, questions, orders, and claims must be monitored carefully.

The employee will track these matters using the relevant platforms and work according to established performance indicators and key performance requirements. This helps ensure that customer issues do not remain unresolved longer than necessary.

The position also involves managing and processing RQC matters in accordance with internal procedures and work instructions.

Following established processes is important because customer service activities need to be handled consistently and accurately.

Voice of Customer Activities

Another important responsibility is supporting Voice of Customer, commonly referred to as VoC, activities.

The employee will help create, send, maintain, and manage customer survey campaigns. These surveys provide a way of gathering information about customer experiences and identifying areas that may require improvement.

The position also contributes to the creation and execution of the organization's VoC year plan. This work will be carried out together with relevant stakeholders.

Customer feedback can provide useful information about what is working well and where customers are experiencing difficulties. The role therefore requires someone who can collect this information and help ensure that it is turned into useful actions.

Turning Customer Feedback Into Improvements

The position also supports the inner and outer loop process.

One responsibility is to close the inner loop within 48 hours. Beyond resolving individual customer matters, the employee will periodically review customer-related information to identify repeated issues and common patterns.

This means looking beyond individual complaints and asking whether several customers are experiencing similar problems.

Where structural pain points are identified, the employee will bring these findings to the relevant cross-functional teams. The information can then be used to plan improvement projects aimed at addressing recurring customer concerns.

This part of the role requires good attention to detail and the ability to recognize patterns in customer information.

Using Data to Improve Customer Service

Data will play an important role in decision-making.

The employee will use available information to support efficient operations, improve service quality, and contribute to broader business objectives. Customer service performance should not be managed only through individual interactions; performance information should also be reviewed to understand how the operation is performing.

The role involves analysing important customer service measures, including ZTO, logistics trade-term compliance, customer satisfaction scores, response times, resolution rates, and customer feedback.

The employee will also interpret relevant Customer Service and Logistics dashboards to understand performance and identify areas that may require attention.

Data-driven insights can then be used to improve customer interactions, tailor services to customer needs, and support continuous improvement within customer service operations.

Keeping Customer Information Accurate

Accurate record keeping is another core part of the position.

Every important customer interaction should be properly documented in the customer service database. This includes customer inquiries, complaints, requests, and the solutions or resolutions provided.

Customer records should also be kept current. Any changes or updates obtained through customer interactions need to be reflected accurately in the relevant records.

Good record keeping makes it easier to understand customer history, follow up on outstanding matters, and provide consistent service.

The employee will also generate reports covering customer interactions and issues. These reports can help the organization identify trends and gain information that may be useful when improving customer service processes.

Skills Needed for the Position

This role would suit someone who is organized, customer-focused, accurate, and comfortable working with different teams.

Strong communication skills are important because the employee will interact with customers as well as colleagues from Sales, Logistics, Planning, Credit Control, and Customer Service.

Attention to detail is equally important, particularly when receiving and entering orders into the system. The employee should also be comfortable monitoring several customer requests or orders at different stages of processing.

Analytical ability is useful because the role involves reviewing performance information, customer feedback, dashboards, and service-related data.

The successful candidate should also be able to follow established processes while remaining responsive to individual customer requirements.

Key Areas of Responsibility at a Glance

The position brings together several areas of customer and commercial support:

• Receiving and processing customer orders through multiple channels.

• Entering customer orders accurately into the Sage system.

• Validating orders and checking relevant credit requirements.

• Coordinating with Logistics to support timely delivery.

• Monitoring orders from receipt through dispatch and delivery.

• Working toward a 24-hour delivery turnaround for customer orders.

• Advising customers about stock availability, promotions, and new products.

• Identifying cross-selling and upselling opportunities.

• Tracking customer requests, queries, and claims.

• Managing RQC activities according to internal procedures.

• Supporting Voice of Customer survey campaigns.

• Contributing to the VoC annual plan.

• Following up customer concerns and closing the inner loop within 48 hours.

• Reviewing customer information to identify recurring issues.

• Sharing customer insights with relevant teams.

• Supporting improvement projects based on customer feedback.

• Analysing customer service and logistics performance indicators.

• Maintaining accurate customer records.

• Documenting customer interactions and resolutions.

• Preparing reports that provide insight into customer issues and service performance.

What Success in the Role Looks Like

Success in this position will involve more than simply processing orders. It will mean helping customers receive timely responses, accurate information, and appropriate solutions while ensuring that orders move efficiently through the internal process.

The employee will need to maintain accurate records, monitor performance, identify customer concerns, and communicate important information to the teams responsible for resolving operational issues.

At the same time, the role provides an opportunity to contribute to sales by identifying suitable cross-selling and upselling opportunities and by keeping customers informed about relevant products and promotions.

Overall, this is a customer-focused position that combines order management, service delivery, internal coordination, customer feedback, and data analysis. It is particularly suited to a professional who can balance accuracy and speed while maintaining a strong focus on customer satisfaction.

Application

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