Order Fulfilment Assistant

Job Purpose
Works with the CDM to provide a single point of contact based on a one stop shop philosophy for customers and Princes colleagues for all order fulfilment issues relating to a nominated group of accounts.
The job holder will ensure that customer orders are processed accurately and on time and will keep the customer informed of any issue that prevents the order being delivered on time and in full.

Principal Responsibilities

• Process customer orders both EDI and Manual order entry in line with commercial agreements with regards to load fill, lead-time and delivery day, identifying any variances to this.
• Track order fulfilment to ensure orders are delivered on time in full, keeping customer updated with any variances.
• Identify in advance any risk to service from any area including stock availability, MLOR, range change and take steps to mitigate or ensure corrective steps are taken, escalating as appropriate to protect service.
• Update and issue agreed KPIs for nominated accounts using SAP and customer systems as appropriate.
• Ensure any collections/destructions are raised correctly and actioned in a timely manner by 3rd party contractors.
• Liaising with various internal and external customers to offer a first-class level of service.

Knowledge

• Customer service principles
• Supply chain principles - covering warehousing and distribution and forecasting and planning.

Skills

• Good communication - verbal and written
• Customer empathy
• Excel