Order Fulfilment Coordinator

Electro Rent Corporation; London Borough of Harrow; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading equipment rental company in London is looking for an Order Fulfilment Coordinator to support timely delivery of customer orders. This role involves managing orders, communicating with customers, and driving improvements in order fulfilment processes. Ideal candidates will have strong customer service skills and proficiency in CRM systems. Proficiency in a second language is desirable.

Qualifications

• Flexible, reliable, and proactive with a mature attitude.
• Experienced in a fast-paced customer-focused environment.
• Fluent in another language (Spanish, Italian, French, or German) is a plus.

Responsibilities

• Manage new orders to ensure quality delivery.
• Communicate with sales and customers about delays.
• Participate in daily production team meetings.

Skills

Customer service experience

Proficient in English

Problem-solving skills

Confident telephone manners

Experience with CRM systems

Ability to work independently

Tools

Microsoft Office

Microsoft D365

Job description

Overview

As the Order Fulfilment Coordinator, your role is to support the Order Fulfilment Manager and team to ensure successful, on-time delivery of customer orders and achievement of Order Fulfilment KPIs.

Ensure the needs of customers (External and Internal) are satisfied. The aim is to provide an excellent customer experience and promote this ethos throughout the business.

Qualifications

• You’ll be a flexible, reliable, and proactive person with a mature attitude, confident computer skills, and the ability to multi-task and problem-solve.
• You’ll have excellent telephone manners and feel at ease both initiating and receiving calls.
• You’ll have proven customer service experience, preferably in a technically based sales or service environment.
• You’ll have previous experience working in a fast-paced customer-focused environment.
• You’ll be proficient in English and ideally fluent in either Spanish, Italian, French, or German, both written and spoken.
• You’ll ideally be able to decipher complex information and make informed decisions to benefit both the customer and the company.
• You’ll be confident managing CRM systems.
• You’ll be an experienced user of Microsoft Office and preferably Microsoft D365.
• You’ll enjoy working independently with minimal support as well as being part of a larger European team.

Responsibilities

• Manage new orders to ensure quality delivery.
• Communicate with Sales and Customers regarding delays and order issues.
• Adjust start dates and expected off-rent dates according to POD.
• Monitor PM / IWT purchase transfers - intercompany orders.
• Manage reservation orders.
• Handle orders on credit hold.
• Act as the point of contact for pre-shipment queries within the business, from sales to dispatch.
• Participate in daily Production Team meetings to review and plan order fulfilment.
• Serve as the first point of contact for order fulfilment issues and escalate as appropriate.
• Work proactively to prevent issues and coordinate between departments.
• Investigate and resolve complex or long-standing customer problems passed on by other parts of the business.
• Support the Order Fulfilment Manager in achieving KPIs to improve processes.
• Drive process improvements to enhance business efficiencies.
• Assist with revenue forecasts and business queries.
• Monitor future orders concerning assigned and out-of-calibration units.
• Measure on-time delivery performance.
• Promote business efficiencies proactively.