Contracts Specialist

Purpose of the Job:  

Responsible for delivering great intentional customer experiences. Key responsibilities include ensuring orders are managed in a timely and accurate manner based on quotes for both standard and customized solutions by pro-actively engaging with customers, working closely with the sales team and also operations teams. This role also handles a range of other customer queries, ensuring customer satisfaction by collaborating with other departments and pro-actively addressing any issues. 

Key Responsibilities and Outcomes: 

• Provide exceptional levels of customer service and ensure high levels of customer satisfaction at all times. 
• Ensure the integrity of any data input and maintains records as required.  
• Maximize opportunities for new business with existing customers (through opportunities for value selling including cross selling).  
• Respond professionally and accurately to all other customer queries within agreed timescales. 
• Use existing procedures and policies to solve routine or standard problems. 
• Manage customer orders within the company's Material Requirements Planning (MRP) system, including processing changes and addressing any customer enquiries.  
• Manage status report submittals on a recurring basis as required by the customer. 
• Manage documentation requirements of orders when needed to ensure approvals are in place to support Rotork delivery commitment. 
• Liaise and negotiate with customers, internal departments and Factory regarding order fulfilment or special requirements. 
• Work with the Quality department to resolve and investigate customer and quality complaints, ensuring customer expectations are managed through to resolution. 
• Clarifies delivery dates and addresses delays in production and delivery with relevant contact points, ensuring issues are resolved and communicated to the customer as needed.