Customer Order Management Representative

Customer Order Management Representative

12 months contract

Location: Peterborough

This is currently a fully onsite role, 5 days per week onsite especially during the initial training period.

It's expected this will evolve to a hybrid role (2 days per week remote).

We are looking for candidates with 2 or more years of experience in a similar role.

COM or CS experience in a manufacturing or engineering environment is required

Some technical affinity/understanding is required for this role.

Good communication skills are a must!

Job Summary:

Act as the single-point-of-contact for assigned customer accounts; managing the entire order lifecycle to ensure orders are processed on time.

Key Responsibilities:

• Responsible for assigned customer accounts for the entire order life cycle (from new customer setup, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.


• Act as the single-point-of-contact to client's customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders


• Providing accurate documentation and continual communication to customer throughout the process.


• Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of client processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.


• Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.


• Maintain accurate records of all internal and external interactions in the appropriate database/system.


• Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.


• Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.


• Knowledge of Quality Management Systems.


• Support Supervisor with hosting customer visits at local facility.


• Prepare and distribute standard and customized internal and customer reports.


• Understand Customer Order Management policies, procedures and metrics.


• Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.

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