About us:
Mitsubishi Electric is a global innovator in energy, automation and building technologies. From air conditioning and lifts to robotics and power systems that power homes and businesses across the UK. With 150,000 employees worldwide and 850 in the UK, we’re creating “Changes for the Better.” Join us to make a real impact for a smarter, sustainable future.
Want to know more about the company? Take a look here: MITSUBISHI ELECTRIC UNITED KINGDOM
Role summary:
The Operations Coordinator plays a critical role in supporting the Residential Product Group by accurately processing and managing customer orders through internal systems, contributing to the achievement of sales targets and overall company objectives.
This role ensures that all order requirements are fulfilled efficiently and within agreed timelines, while maintaining high standards of accuracy and customer satisfaction. Working collaboratively with the wider Heating team, the Operations Coordinator takes ownership of customer queries and requests, ensuring timely resolution in accordance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
This position is essential to delivering operational excellence to our customers and supporting scalable, high-quality service as our business continues to grow.
Skills/Responsibilities:
- Accurately and efficiently process and manage all customer orders from start to finish while maintaining an accurate sales backorder.
- Proactively communicate with customers to maintain and build excellent relationships. Act as the primary contact for customers and account managers regarding orders, stock, and delivery queries, ensuring quick and efficient resolution.
- Take ownership to ensure orders are fulfilled on time and in full with a high level of customer satisfaction. Provide post-sales support to resolve issues such as damages, missing items, picking errors, returns, and any other delivery concerns.
- Precisely manage order coordination and project rollout scheduling to support accurate sales and product forecasting for internal stakeholders.
- Deliver a customer-focused approach to foster brand loyalty and strengthen customer relationships.
- Consistently meet or exceed service level agreements (SLAs) and key performance indicators (KPIs) by delivering exceptional customer service, ensuring efficient order handling, and proactively resolving issues in a timely manner.
- Maintain accurate and up-to-date records within internal systems, ensuring a complete audit trail. Utilize these systems to generate detailed reports that support effective sales planning and operational decision-making.
- Adhere to company policies, procedures, and department standard operating procedures (SOPs) to support continuous improvement in operational efficiency and overall service quality.
Experience:
- A minimum of 3 years experience in order processing and sales support, with a demonstrated ability to quickly learn and comprehend an extensive product catalogue.
- Strong communication and interpersonal skills to engage effectively with customers and internal teams.
- Highly organized with excellent attention to detail, able to manage multiple priorities in a fast-paced environment.
- Customer-focused with proven problem-solving abilities to deliver exceptional service and resolve issues promptly.
- Proactive work ethic with the ability to use own initiative and work independently to meet goals and deadlines.
- Ability to collaborate cross-functionally and consistently meet SLAs and KPIs.
- Proficient in Microsoft Office (Outlook, Teams, Excel, Word, PowerPoint), experienced working with CRM and order management systems, SAP experience desirable.
In return for your commitment, we will offer you some fantastic benefits:
- Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
- Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
- Pension.
- Life Assurance.
- Group Income Protection Scheme.
- Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
- Access to Mitsubishi’s very own discount platform.
- Colleague Referral Scheme.
- Holiday Buy.
- Long Service Awards.
- Cycle to Work Scheme.
- Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
- Employee Assistance Programme including additional services Eldercare & Best Doctors.
Equality and Diversity
As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development. Based on this, Mitsubishi Electric promotes employee diversity through the following measures.