Customer Support Coordinator - Logistics

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
   
   Apply today via the link provided