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Customer Services Back Office
Ref No.: 17-07730
Location: Motherwell, London
 Description / Responsibilities of Position: 
The Order-book Management Administrator is mainly responsible to manage the ECC EMEA Order book across all Sales Organizations and channels. 
The key responsibilities include: 
• To own a dedicated part of the ECC EMEA order book either on country/customer or item level. 
• To regularly review the open order book under its responsibility and trigger appropriate actions as required. 
• To expedite overdue order lines with the supply chain teams such as supply locations and distribution centres. 
• To replenish the distribution centres to ensure product availability in line with the provided guidelines and rules. 
• To allocate stock to strategic customers in case of product shortages. 
• To reserve stock on time to export orders to maximize revenue. 
• To manage and trigger emergency shipments and obtain Management approval upfront. 
• To liaise with internal departments and resolve any customer requests and inquires in a timely manner. 
• To support other Customer Care roles if required/requested. 
• To support projects and process improvements to increase customer satisfaction and productivity 

Key Metrics: 
• Customer satisfaction ratings 
• Customer OTTR/OTFP 

• Experience with SAP R3 
• Microsoft Office knowledge 
• Interpersonal skills 
• Communication skills both verbal and written 
• Listening skills 
• Customer focused 
• Stress tolerance 
• Attention to detail and accuracy 
• Team minded 
• Self motivated 

• High school diploma, general education degree or equivalent 
• Knowledge of Customer Service principles and practices 
• Fluent in English, any additional language would be beneficial, specifically German. 
• Six Sigma Green Belt