Contract Administrator

Digital Industries (DI) Customer Services (CS) Service Co-ordination Senior Contracts Administrator. Reporting to Service Coordination Manager in Manchester and responsible for processing Response, (SUS) Software Update Services and (SP) Solution Partner contracts.

The Co-ordination team is the front line customer interface for the Customer Services Field Service Department and plays a key role in ensuring contractual service obligations are met as well as providing immediate response service to customers with projects, breakdowns, repair and other service requirements.

Key responsibilities as follows:

• Order Processing for all service contracts.

• Renewal and Service Credit Quotations for all CS Contracts.

• Commercial activities inclusive of payment terms reviews, invoice queries & credit checks and creation of new accounts and monthly reporting.

• Manages all Response Contract documentation, and manages filing system within the network.

• Supporting contract customers maintaining a telephone pick up rate defined by the business and documented in a SLA.

• Actively collaborates with (SSS) Service Sales Specialists and customers for purchase order issues / requirements.

• Generates monthly Service Credits statements inline with customer and engineer requirements.

• Updating of EQMS procedures.

• Supporting and training contract administrators and coordinators on contract activities.

• Creating a service ticket in the designated ticketing system.

• Ensuring the compliance with the relevant KPI targets.

• Escalate issues to the applicable Manager according to defined parameters.

• Ensures a high quality standard of the contract / rota / iBase / customer data base entries.

• Providing support to other DI Businesses for contract activities.

• Monitor customer satisfaction requirements.

Key competencies:

• Excellent interpersonal skills, in particular telephone skills, are essential.

• Excellent communication skills with the ability to communicate with managers and customers.

• Exceptional organisational skills with the ability to prioritise tasks.

• An understanding, appreciation and experience of providing high level customer service.

• An ability to be innovative and address problems with creative solutions.

• The ability to work within a team or on own initiative in a high pressured environment.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.