Order Manager

DIVISION/BUSINESS UNIT: PMO

ACCOUNTABLE TO: Stephen Houston

OFFICE BASE: Glasgow / Home / Hybrid

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

As a minimum you may be called upon to undertake all or some of these activities as required

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.