Due to the continued growth with one of our clients in Shannon we have an opening for a Customer Order Manager to support the customer services and order management function of the business. This is a full time position and due to the nature of the business the position will be fulltime on site at their plant in Shannon.
Role Description:
The individual is responsible the daily management of the Customer Services and Order Management function. These responsibilities include Order Management, Efficient Customer Services Support along with associated general logistics and financial duties. The individual will report to the Transport Director and work closely with the Transport and Production teams to ensure customer orders are delivered to customers in line with expected delivery times. The Customer Order Manager will support the Customer Services Team and Finance Team in the daily management of Customer Orders through to scheduling by the Transport team.
The role will be accountable for driving efficiencies in the area of Customer Services in a busy Chemical Manufacturing and Distribution environment. Supporting the Transport Director in the daily running of Customer Order and Customer Services functions, responsibilities include:
Order Management & final order dispatch
- Manage the process of the daily recording and scheduling of orders directly from customers
- Review and manage customer queries and issues with the CS Teams, Production and Transport
- Update company systems with customer orders
- Manage Back Orders, Weekly order, booking and invoices
- Manage queries in conjunction with the finance department
Customer Services Support
- Point of contact for daily queries with internal customer service team
- Point of contact for daily transport and production queries
- Provide cover for absences within the team
Production & Transport Partner
- Ensure all complaints are logged on weekly tracker and resolved
- Manage customer orders daily reports
- Issue final dispatch once customer deliveries are confirmed
Financial Measures
- Comply with daily financial processes and procedures
- Accuracy & Timeliness of financial information and reports
- Working always within companies policies and procedures
- Proactive & Positive communication with all team members
Customer Services and Order Management Team
- Oversee all activities within the team to ensure the effective running of the department
- Identify efficiencies for optimum company performance and customer satisfaction, while ensuring that all work carried out on behalf of the company is completed in a safe & efficient manner
- Motivate and develop the Customer Services teams to optimise individual performance while meeting safety, quality, productivity and customer satisfaction targets
- Analyse logistical and transport situations and come up with practical and innovative solutions through collaborating with their direct teams, as well as other members of our clients management team
- Monitor and achieve KPI’S in relation to customer delivery targets and queries, in order to develop & maintain a continuous improvement culture
- Consistently review and measure logistics and transport processes to achieve maximum efficiencies
- Actively respond and help to resolve issues that may arise on a daily basis
- Effectively plan and manage absences within the team, and track through company systems
- Complete regular 1-1’s and performance discussions with team members
All managers have a responsibility for the Health and Safety of themselves and their employees in the workplace. These responsibilities are outlined in the Company Health and Safety statement in the Role and Responsibility section, and it is each managers responsibility to be familiar with their requirements
Education & Skills
- 5+ years Customer Services or Order Management experience at Manager level
- Higher Diploma in Business or equivalent (QQI level 6) is essential
- Ability to work in a pressurized environment
- Proven Management and Leadership Skills
- Excellent Communication skills with peers and direct reports
- Ability to manage time effectively, through effective delegation of tasks
- Self-driven with experience in continuous improvement methods such as lean and other best practice productivity processes
- Strong IT skills, including ERP systems, Microsoft Office package etc
