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Customer Support Coordinator - Logistics
Job Posted: 3 days ago
Salary: £ Competitive
Job Type: Contract
Location: Tewkesbury, Gloucestershire
Expire in: 25 days
Job Description
Location: Tewkesbury (4 days per week onsite initially)
Duration: 6 month initial contract
Inside IR35
Role details:
We're seeking a proactive and detail-oriented Order & Support Coordinator to serve as the primary point of contact for customers and internal teams. You'll drive timely and compliant delivery of cyber security products and services, manage support renewals, maintain documentation, and deliver revenue and margin performance-all while upholding compliance, quality, and continuous improvement standards.
Key Responsibilities:
1. Order Management & Customer Liaison
Act as the main point of contact for receiving and validating Cyber Security purchase orders.
Confirm orders and issue acknowledgements within agreed SLAs.
2. Delivery Coordination
Assign serial numbers, oversee dispatch logistics, and ensure all necessary shipment documents (e.g. EUU, F680, CEIs) are completed.
3. Risk Management & Escalation
Track delivery dependencies such as CAPS approvals, exports, and stock levels, and take corrective actions as needed.
Collaborate with Operations and Crypto Custodians to refine forecasts and anticipate supply impact.
4. Planning & Forecasting
Review the Line of Balance (LOB) with stakeholders and recommend adjustments to meet committed delivery dates.
Contact customers ahead of support contract expiration to drive renewal orders and boost revenue potential.
5. Systems & Financial Oversight
Maintain up-to-date serial number data in SAP for new deliveries, repairs, and live contracts.
Monitor revenue and gross margin performance for support and service projects, ensuring correct coding of third-party invoices.
Produce and deliver weekly/monthly sales and revenue forecasts, highlighting deviations and trends.
6. Training & Quotation Management
Generate quotations for support renewals, training, consultancy, and repairs in systems like C4C and SAP; manage approval workflows and follow-up until order receipt.
What we are looking for in you:
Experience of coordinating a range of Internal and External stakeholders in the delivery of Products/Services and/or Support
Computer literate - excellent MS Project and MS Office skills and ideally SAP experience
Effective communicator with proven ability to build and maintain effective working relationships with both Internal and External
Customers
Strong organisational and administrative skills and an understanding of the Project Lifecycle, Level 2 APM Project Fundamentals
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