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About the Role
As the Order Fulfillment & Customer Service Coordinator, you will act as the primary point of contact for assigned customer accounts, managing the end-to-end order fulfillment process and ensuring timely delivery. You will provide proactive updates, process orders and inquiries, investigate and resolve issues, and partner with internal stakeholders to drive positive customer outcomes.
Responsibilities
- Act as the primary point of contact for assigned customer accounts, building strong and trusted relationships.
- Manage the end-to-end order fulfilment process, ensuring orders are processed accurately and delivered in full and on time.
- Provide proactive updates to customers and stakeholders regarding order status, product availability, and delivery schedules.
- Process customer orders, claims, enquiries, and requests efficiently, ensuring accuracy, timely resolution, and a high standard of customer service.
- Investigate and resolve customer order, delivery, and product-related issues, ensuring timely communication and appropriate follow-up.
- Partner closely with Planning, Production, Logistics, Sales, and other internal stakeholders to resolve order-related issues and drive positive outcomes for customers.
- Monitor order fulfilment and customer service performance against agreed service levels and escalate issues where required.
- Identify opportunities to improve processes, systems, and workflows to enhance efficiency, service levels, and customer satisfaction.
- Maintain accurate customer, order, and system records in accordance with company policies and business processes.
- Prepare reports, track operational metrics, and assist with data analysis as required.
- Provide general administrative support to the Operations team, including document management, record keeping, and coordination activities.
- Contribute to continuous improvement initiatives and support the adoption of automation, digital tools, and AI-enabled solutions to enhance productivity and service delivery.
- Undertake other duties and projects as reasonably required to support operational and customer service objectives.
Requirements
- Build strong and trusted relationships with assigned customer accounts.
- Ensure accurate and on-time order processing and delivery.
- Provide proactive customer and stakeholder updates.
- Efficiently process customer orders, claims, inquiries, and requests.
- Investigate and resolve customer order, delivery, and product issues.
- Collaborate with internal departments to resolve order issues.
- Monitor performance against service levels and escalate issues.
- Identify process improvement opportunities.
- Maintain accurate customer and order records.
- Prepare reports and assist with data analysis.
- Provide administrative support to the Operations team.
- Support continuous improvement and adoption of new technologies.
- Undertake additional duties as required.
About the Company
- At IGT, we're building a culture where people Innovate with Purpose, Compete Intensely & Win, Lead with Heart, Make It Matter, and Create Value.
- At IGT, our greatest competitive advantage is our people. We take ownership, work with urgency, act with integrity, stay curious, and create value for our customers and each other.
- IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve. We strive to create an environment where all employees feel valued, respected, and empowered.
Equal Opportunity
- IGT is an equal opportunity employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion or belief, sex, sexual orientation, gender identity, age, national origin, disability, or any other characteristic protected by applicable law. This commitment applies to all employment practices, including recruitment, hiring, promotion, compensation, benefits, training, and termination.