Customer Support and Order Fulfillment Representative

About the role

We begin with dreams. Dreams drive our motivation. Dreams are our future. The world's dreams, people's dreams, our dreams. Our passion creates ideas that make dreams come alive. Technology and products that were only dreams become reality.

All for dreams. Dreams challenge and the Nidec-Group will continue to meet the challenge. For the world's and people's tomorrows; the world's first, the world's best technologies and products; we will continue our part in creating a better society.

Job Summary

As an integral part of the Fulfilment department, the Customer Support & Order Fulfilment Specialist plays a crucial role in ensuring delivery excellence within the Order Fulfilment lifecycle while providing top-tier customer experience.

Reporting directly to the Customer Support and Order Fulfilment Manager, you will act as main contact point to our valued Customers and Sales Network demonstrate autonomy, problem-solving skills, and initiative in executing accurate and timely order processing and providing support and assistance.

You will work independently to manage more complex tasks, find opportunities for process improvements, update documentation, and provide alternative solutions when needed. Throughout, your focus will remain on delivering exceptional service to our values.

About the role

Order Tracking & Visibility

• Monitor and update order status, ensuring real-time visibility of inventory levels, order holds and shipment tracking.

Collaboration

• Maintain proactive contact with the local key stakeholders such Business Leaders, Sales Network, Logistics, Administrative, Credit and Trade Compliance departments to support smooth fulfillment.
• Flag bottlenecks, delays, recurring operational inefficiencies to the Manager to support process improvements.
• Coordinate on Holds with the Fulfilment Operations Team, ensuring timely action through release or re-dating.

Customer Experience

• Act as the first escalation point for Customers and Sales Network on fulfilment-related issues; escalate complex or unresolved matters to the Manager in line with the escalation guidelines.
• Support complaint resolution by providing clear, timely communication and following through to closure.

Compliance

• Ensure adherence to Company policies, Trade Compliance and Data Protection standards in all activities.

Team organization & Performance Monitoring

• Organize team coverage to always ensure available resources and coordinate back-up plans so business continuity is maintained.
• Track key performance indicators (KPIs) such as throughput, On Time Delivery, time to book orders, number of Customer Complaints, Time to solve customer issues.
• Implement corrective actions within the team to meet targets.

Order processing

• Ensure timely and accurate entry and administration of customer orders (manual with order entry Team and through the platform), liaising with Procurement, Logistics, Sales teams to meet SLAs to Customers.
• Ensure ATP provides the proper level of confidence to streamline the processes, working with the Customer Support and Order Fulfilment Manager to address any urgent request or escalation.

Business Impact

• Excellent Customer Experience resulting in enhanced sales growth and customer retention.

Required Qualifications and Experience

• 3+ years' experience within Fulfilment or an Order to Cash and /or Customer Service environment preferred.
• Available to support increased workload and additional hours when required (e.g., month-end/quarter-end periods).
• Demonstrated customer service and soft skills with customer-facing experience preferred.
• Proficiency in MS Office is preferred.
• Working knowledge of Oracle, Salesforce.
• Detail and results-oriented, ability to work under pressure to meet tight timelines.
• Strong oral and written communication skills
• Self-starter attitude with great teamwork abilities.
• Demonstrated ability to embrace change and willingness to learn best practices.
• Very strong organizational skills - attention to detail essential.
• Working within a multi-cultural and global environment.

Education and Qualifications

Undergraduate degree in relevant business discipline is preferred but not required.