Customer Fulfilment Manager - Enterprise Markets

Role Purpose:

This is a new and exciting opportunity to drive further quality and excellence into Gamma Direct's end-to-end customer experience.

The Customer Fulfilment manager is the beating heart of the end-to-end customer delivery journey and is critical to the success of any order passing through the organisation.

Coordination of all types of orders from both new and existing customers, from acceptance right through to revenue realisation is the primary function.

For complex solutions, you will be working in support of a project team whilst for simpler orders, you will have the opportunity to manage the end-to-end lifecycle with the customer personally.

This is an opportunity to learn about all areas of service delivery and build strong relationships with many departments across the organisation. For strong performers, the role provides a career path towards supervisory or project-related opportunities.

Key Accountabilities:

• Quality control / order acceptance
• Control and maintenance of various Gamma systems and portals
• Customer requirements and data capture, validation and entry
• Oversee provisioning of a broad product set with colleagues and 3rd parties alike
• Coordination of multiple orders and workstreams with adherence to cross-dependencies

• Working to agreed timescales, budgets and quality controls and highlighting risk of failure
• Managing order-related customer communications including site access and regular reports
• Supporting the Projects Team both in meetings and with data and reports
• Ensuring timeliness and accuracy of all communications
• Challenging updates and raising escalations in respect of provisioning failures in line with company policy
• Focus on delivery to revenue targets including ownership of customer billing

• Managing moves adds and changes of existing customers' services
• Supporting debt management activity such as suspension of services
• Arranging deprovision and cease of services in line with customer's contractual obligations
• Billing updates
• Ensuring data accuracy, integrity, and storage, including customer documentation
• Understand and perform to pre-determined KPI measures to achieve success criteria
• Work closely with Quality Assurance to ensure sales verification and compliance with regulatory obligations

The above list of responsibilities is not exhaustive, and you may be required to undertake other responsibilities and training as requested by your line manager, appropriate to your grade

Key Relationships:

• Direct Customers
• Sales and Pre-Sales teams
• Account Managers
• Channel Partners
• Project Managers
• Provisioning and administration teams
• Engineering teams
• 3rd Parties
• Billing and Commercial teams
• Within department