Order Manager

Commsworld; City of Edinburgh; On-site; GBP 25,000 - 40,000; Full time

Job summary

Commsworld Ltd. is seeking an Order Manager to receive, process and proactively manage orders from customers through delivery. You will place orders with suppliers, monitor progress, and provide regular updates to customers and partners via portals and CRM.

The role requires experience in customer service delivery, strong MS Office skills, and meticulous data handling. You will support project teams and assist with risk and change processes as needed.

Qualifications

• Experience delivering services to customers, preferably in telecoms or IT.
• Proficient in Word, Excel, PowerPoint, Outlook, MS Teams.
• Comfortable communicating with customers via phone, portals, email or chat.
• Diligent in capturing and relaying information across portals.

Responsibilities

• Process service orders promptly and accurately.
• Log orders via supplier portals and CRM systems.
• Keep customers, partners and colleagues updated during delivery.
• Coordinate with suppliers and monitor portals; contact via phone/email.
• Update CRM and related systems regularly and accurately.
• Maintain knowledge of systems and portals; update Handbook as needed.
• Assist colleagues with general queries and ad-hoc tasks.

Skills

Customer delivery

MS Office suite

Customer communication

Data accuracy

Job description

JOB TITLE: Order Manager

DIVISION/BUSINESS UNIT: PMO

SALARY: Dependant on experience

Job Purpose

The order manager will receive and process orders for new or existing customers. The assigned orders will be proactively managed during delivery lifecycle, during which time they will be responsible for placing the order with suppliers, managing the supplier the order is placed with, providing regular updates to customers and partners during the delivery process.

Key Responsibilities

• Process all service orders allocated in a timely manner.
• Log all service orders via appropriate supplier portals and internal CRM.
• Keep all key stakeholders i.e. customers, Channel partners and internal colleagues updated regularly throughout the delivery process.
• Proactively manage supplier communication and activities throughout the delivery process - monitoring supplier portals and making direct contact via phone/e-mail.
• Ensure all systems such as the CRM are updated accurately and regularly.
• To maintain knowledge of systems, portals and identify any changes for inclusion in Handbook
• As and when required the team will provide assistance to colleagues by answering general queries or helping with ad-hoc activities.
• Applying templates and guidelines to collect and maintain data consistently
• Assist in management of risk, issue and change control processes
• Work with Project Manager and Project Co-Ordinators to maintain regular progress reporting
• Facilitate the quality review process
• Support project managers when closing projects

Knowledge / Skills / Background / Qualifications

• Experience in the delivery of services to a customer (ideally within the Telecoms or IT environment)
• Proficient in the use of Microsoft suite of applications (Word, Excel, PowerPoint, Outlook, MS Teams)
• Comfortable in communicating with customers over telephone, portals, email, chat.
• Diligent and accurate in capturing and relaying information over internal and external portals.