Order Coordinator

Wavenet are a Telecoms and Technology company headquartered in Solihull.  We’re a communications company with a difference.

Our work stands out from the crowd. Offering exceptional 24/7 support based in the UK, dedicated Account Managers and unrivalled SLA guarantees on a wide range of our solutions, Wavenet is a trusted supplier of voice, data, cloud, security and mobile solutions to thousands of businesses across the UK.  We have around 1,700 passionate colleagues working within our business supporting our ever-growing customer’s needs.

Summary and purpose of the Job:

The Co-Ordinator will be responsible for driving all delivery orders forward and to make sure orders are delivered on time, with appropriate quality and scope. Orders will be scheduled and managed from point to point with liaison between engineering, procurement and scheduling and other delivery teams. 

This will be a varied role as you will be providing administrative support across multiple areas of Delivery Operations.

Responsibilities:

The extent of your duties will include but are not limited to:

• Receiving orders and acknowledging them to the customer.
• Ownership of orders from point to point including liaising with relevant departments within the business.
• Keeping the customer informed during delivery and installation with high level customer service.
• Co-ordinating multi technology orders and being the SPoC for the customer during the order journey.
• Engineer scheduling and diary management, ensuring engineering assigned to the customers sold solution has the correct skill sets, equipment, and that associated services are ordered and in place 
• Point of contact via phone and email for delivery department 
• Manage queries into delivery and direct to relevant parties 
• Managing internal and external customer expectations 
• Maintaining order updates, daily WIP management
• Maintaining weekly product delivery forecasts
• Performing daily process to review usage and update services accordingly
• Data input, utilising good knowledge of Microsoft apps (Excel, Word etc)
• Placing/amending orders on supplier portals
• Internal sales support, availability requests etc
• Processing cancellations

The successful candidate will have:

• Administration experience. 
• A customer focus and a strong 'can do’ attitude.
• A team player and the ability to work with people of all working styles, backgrounds, experience, etc.
• Experience of responding to customer emails demonstrating excellent written communication skills and attention to detail.
• Excellent influencing and interpersonal skills with the ability to communicate at all levels.
• Proficiency with the Microsoft Office Suite (Outlook, PowerPoint, Word, Excel).
• A good understanding of web browsers and databases with the ability to understand IT technical terminology.
• Ability to prioritise and handle multiple assignments at any given time
• Ability to complete complex tasks and projects quickly, react with appropriate urgency to situations that require a quick turnaround.
• Highly organised with excellent time management skills and attention to detail.
• Eagerness to learn and develop and willing to go the extra mile.
• Reliable and approachable.

Desirable Skills and Experience 

• Customer service experience, ideally in a fast paced environment 
• Proficient in MS Office, specifically Word, Outlook and Excel 
• Strong planning and coordination skills 
• Understanding of cloud and IT products within a Telecoms environment 

• Knowledge of T1 Carrier portals would be an advantage, Openreach/BT/TTB etc.

The successful candidate will have a proven track record in an administration role and you will need to have experience of liaising with customers on the telephone and over email.  

This role is full time working 5 days per week (37.5 hours, Monday-Friday).  The role is based working out of our headquarters which is situated on the Blythe Valley Park (Solihull, B90 8BG).