Europe - Order Management Coordinator with English
Poland, Lodz, Lodz
‎21 godz. temu

Role Purpose

The role holder provides a single point of contact for internal and external customers to diagnose and resolve routine interventions and escalate more difficult service interventions where appropriate.

Key Accountabilities

  • Technical Capability. Provides first line diagnosis to customer / technician interventions seeking support as necessary to address routine calls.
  • Data Handling. Handles data in line with current processes to ensure accuracy of data on systems. Manages reporting requirements as necessary.
  • Service Level. Monitors and logs the actual service provided, compared to that required by service level agreements.
  • Escalates issues to more senior colleagues in a timely way. Receives and handles requests for support following agreed procedures.

    Promptly allocates calls as appropriate. Maintains relevant records.

  • Team Working. Contributes to overall team achievements supporting objectives and targets. Will be seen as an asset to the team.
  • Communication Skills. Able to communicate effectively with internal and external customers by telephone and provide information about products and services.
  • Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints. Can use databases to retrieve and enter data.

  • Supplier Management. Assists in the collection and reporting on supplier performance data. Assists with the routine day to day communication between the organization and suppliers.
  • Key Performance Indicators

  • No misdiagnoses (following agreed procedures and scripts).
  • No misroutes (following agreed procedures and scripts).
  • Accuracy in capturing and recording mandatory information.
  • Accuracy in use of language when logging data.
  • Service Level Agreements met by team.
  • Correct use of escalation as per agreed processes.
  • Flexible attitude to work and working patterns
  • Good time management
  • Assisting new staff.
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