Customer Order Management Representative - Level II - OFFC

We are looking for a talented Customer Order Management Representative - Level II to join our team specializing in Supply Chain Planning in Wellingborough, Northamptonshire, United Kingdom.

In this role, you will make an impact in the following ways:

• Deliver an exceptional customer experience by acting as the primary point of contact for assigned accounts, ensuring clear communication and support throughout the entire order lifecycle.


• Drive on-time order fulfillment by coordinating with customers, distribution centers, manufacturing plants, and cross-functional teams to meet agreed delivery commitments.


• Resolve complex customer inquiries and escalations through detailed analysis, strong system knowledge, and effective problem-solving, while maintaining compliance with service level expectations.


• Ensure accuracy and compliance by maintaining detailed records, managing export and shipping documentation, and adhering to company policies and legislative requirements.


• Strengthen customer relationships by proactively communicating order updates, managing expectations, and providing timely, informative responses to inquiries and concerns.


• Support quality and operational excellence by collaborating with customers and internal stakeholders to address quality issues and facilitate the resolution of non-conformance claims.


• Contribute to business performance by preparing insightful reports, monitoring order management metrics, and supporting departmental goals that enhance customer satisfaction and operational efficiency.


• Lead and participate in continuous improvement initiatives that streamline processes, improve service delivery, and strengthen the overall effectiveness of the Customer Order Management function.

To be successful in this role you will need the following:

• Build strong customer relationships by providing proactive support, clear communication, and customer-focused solutions throughout every stage of the order lifecycle.
• Develop a thorough understanding of the end-to-end order lifecycle, including key processes, terminology, and cross-functional collaboration required to deliver a seamless customer experience.
• Maintain proficiency in order management systems to accurately process orders, manage modifications, and resolve customer queries in a timely and efficient manner.
• Demonstrate strong problem-solving and attention to detail by identifying and resolving order exceptions, ensuring customer requirements are met while maintaining accuracy, compliance, and service excellence.

Education/ Experience:

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• College or equivalent degree preferred. SAP experience or knowledge preferred.
• Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field.
• This position may require licensing for compliance with export controls or sanctions regulations.