The Order Fulfilment Officer is responsible for the timely and efficient processing of supply chain activities, including customer requests, sales orders, purchase orders, and despatch, whilst building and maintaining long term positive relationships with the company's internal and external stakeholders.
Supply Chain: Receive inbound customer sales enquiries and provide quotations, product and service information, support and pricing details in response to customer enquiries, promoting the features and benefits of the Company's products and services.Input orders, ensuring they are processed according to customer expectation and ensuring all orders are accurate and delivered on time.Maintain contact with customers to provide accurate feedback on the progress of their orders.Identify sales leads and escalate them to appropriate internal parties as applicable.Preparation and submittal of quotes, proposals and tenders.Maintain a detailed customer database including current and potential customers & suppliers.Following a schedule and contact customers at regular intervals to advise of upcoming maintenance and equipment calibrations, offering additional product solutions as needed.Forward and escalate enquiries to relevant individuals and departments as necessary.Collaborate with other departments to ensure sales, marketing, queries, and deliveries are handled efficiently.Prepare weekly or monthly sales reports as/if required.Keep up to date with product and service information including keeping abreast of market and industry movements.Assist in the demonstration or presenting of product information and services to investors, potential customers or other stakeholders including creating presentations.Identify and resolve gaps in customer expectations versus actual service/product/technology offering.Work with senior leadership and marketing team to develop marketing materials and campaigns.Follow up on potential leads and together with the senior leadership team source new sales opportunities and generate interest in the company and its product / services.As a key representative of the company, ensure a high level of professionalism in all communication and presentation.Perform market research to decipher how the competition is faring and provide correlating reports and data to the senior leadership team.Liaise with internal and external suppliers to obtain product information, quotes, raise purchase orders, expediting, and shipping.Perform product inspections for incoming material as required.Pick, pack, and arrange shipping for customer orders and other material as required, in an accurate and efficient mannerServices:Build and develop customer relationships through strong customer service and a willingness to always exceed customer expectations.Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.Provide quality service and support throughout the customer journey ensuring the best interest of the customer is always maintained.Advising customers on equipment selection, features and benefits.Keeping the equipment register/schedule up to date.Seek out solutions to customer concerns and complaints with a view to retain their business and ensure satisfaction.Provide additional technical product and sales support to all company external stakeholders to ensure a steady and ever-increasing customer baseGeneral: Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience and Company profit / margin.Assist with the management of product/technology reporting and stock reconciliation.Ensure all daily and weekly administrative requirements are fulfilled.Train other members of the team or other stakeholders in products/technology, services, process standards as appropriate.Assist in any other ad hoc duties or special projects as required to meet organizational or operational needs.Stock controlInwards/outwards management of goodsKPIs Effectively manage customer requirements. Strong focus on timely responses to enquiries and requests for service/quotation, ensuring the provision of quality and accurate information.Build strong relationships with all stakeholders (internal and external) and ensure customer satisfaction.Identify process and procedural efficiencies that aim to increase productivity, customer acquisition and retention, and profit.Working cohesively with other internal departments to support the delivery of products and services.Develop and maintain strong knowledge of products and industry awareness to provide accurate information to customers and keep informed about competing products / businesses.Qualifications Required 2 or more years' working as an Order Coordinator in a manufacturing, engineering, or warehousing environment. (Supply chain experience)Demonstrated written and verbal communication, sales, purchasing, and customer service skills.Strong experience compiling technical quotations and tenders.Strong computer literacy with a solid knowledge of Microsoft Word, Excel, and PowerPoint.Ability to learn and communicate features and benefits of products and services offeredExperience required: SAP BYDExperience in order processingWarehousingKnowledge of valves, fittings, etc.Attributes: Strong administrative, organisational and problem-solving skills.Ability to build relationships and engage with internal and external stakeholders across all levels, high level of professionalism and presentation.Commitment to providing quality service to clients/customers by working as part of a dynamic and efficient team.Dynamic individual with the ability to multitask, work in a fast-paced environment and meet strict deadlines.Excellent interpersonal skills, interest in business development and a focus on customer service.Ability to effectively follow policies and procedures and maintain compliance.Technical aptitude with ability to gain strong understanding of service and product/technology offerings, their applications, industry partners, customers and competitors.Manual handling ability (15-20kg for semi-frequent movement of parts/equipment)
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