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Customer Sales Co-ordinator

Date:  12-Oct-2021
Location: 

Bristol, GB

Job Function:  Commercial
Business Unit:  Plasma Technology

At Oxford Instruments Plasma Technology, we provide tools for the engineering of micro- and nano-structures, with customers using our process solutions to research and produce materials and semiconductors vital for everything from medical devices and diagnostics, to electric cars and quantum computers.

 

We are recruiting for a Customer and CRM Sales Co-ordinator. You will be responsible for the order management process for assigned area, ensuring that all orders are processed effectively, accurately and owned and managed from start to finish to customer satisfaction and company standards. Responsible for formal tender/contract review, including documentation, decision making and escalation where appropriate. Liaising with our Service Providers, supporting new users and forwarding system improvements/challenges to our Service Provider

 

Key Responsibilites:

1. Contract Management:

  • Analyse terms of customers’ contracts to highlight areas of risk, including commitments, liabilities, ambiguities, conflicts or deviations from scope of work.
  • Develop and manage appropriate processes to monitor compliance, and escalate non-compliance,  with contract terms and conditions, and improve control and visibility over financial and legal commitments; ensure due diligence is complete.
  • Ensure awareness and appropriate utilisation of Group Legal for commercial law advice, guidance and support.

2. Customer Management (satisfaction):

  • To be responsible for assigned customer base, ensuring customers receive order confirmation and acknowledgement, information and delivery to their expectations.
  • Handle customer queries, objections and complaints through to successful completion with assistance from relevant departments.
  • Provide customer order management and post delivery customer follow up
  • Close customer-oriented cooperation with end-users, contractors, agents and all departments.
  • Manage critical Customer, Product and Sensitive orders
  • Issues are escalated with sales and internal departments.

3. Operational Effectiveness and Process Management:

  • Ensure that Company Compliance requirements are adhered to pecifically Export, Customers, Tax, using appropriate resource specialists if required
  • Ensure orders are processed efficiently and effectively and filing standards are maintained
  • Ensure all order documentation is in order, correctly collated, authorised and filed appropriately, including tenders, licence and non-disclosure agreements, agency and distribution agreements, sales terms, supply and service agreements, IP transfer agreements and customs documentation etc.
  • Liaise with inter-company / federal office sites for order management of inter-company orders
  • Ensure the ongoing maintenance of appropriate company systems, such as ERP and CRM systems for assigned customers order tracking on assigned orders
  • Review all commercial aspect of orders and manage all related paperwork; add/ maintain all order commercial information within the system databases
  • Report relevant Key Performance Indicators (KPIs).
  • Manage and report Net Promoter Score (NPS) and customer visits for your territory
  • Manage opportunity pipeline accuracy and forecasting for your territory by working closely with sales team
  • Assist in delivering an integrated sales support function (bid/tender support)

4. Technical Knowledge/Expertise:

  • Maintain excellent working knowledge of order processing system
  • Maintain knowledge of change in contract law and other legal requirements
  • Maintain knowledge on local compliance requirements and on company processes .

 

Education / Qualifications:

  • Appropriate level education to enable interpretation of complex principles and assessment of risk
  • Relevant experience in a commercial environment similar to that at OIPT would be useful (high tech, high mix, low volume).
  • A working experience of maintaining and operating ‘Order Entry’ systems and software is essential.
  • Experience of working in a role closely linked to the customer would be useful. 
  • Highly PC literate, particularly in MS Office, Web based applications and, ideally, MRP systems.

Professional Skills/ Abilities:

  • Experience and some formal training in contract law, contact drafting and administration, negotiation of change orders, effective correspondence, planning and scheduling
  • Structured approach to problem solving.
  • Excellent administration skills
  • A customer – focussed approach to delivering excellent service and improved accuracy.
  • Experience of export licences would be useful.
  • Project management skills
  • Time management skills.

 

Benefits:

In addition to a competitive starting salary, Oxford Instruments also offers structured career development opportunities, a good work-life balance, private healthcare, a share incentive plan, 25 days annual leave, early finish on Fridays, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements.

 

If this role sounds of interest to you, please apply with your updated CV.

 

Follow us at www.twitter.com/oxinst or www.facebook.com/oxinst

 

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability.

 

Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.