Job Summary
Autel UK is seeking a results-driven Fulfilment Representative (FR) to ensure that customer contracts are not only delivered successfully but also fully realised in terms of revenue, operational performance, customer satisfaction, and long-term business value.
The Fulfilment Representative (FR) is the business owner of customer fulfilment after contract signature. The FR is accountable for ensuring contractual commitments are successfully translated into measurable business outcomes.
Working closely with Account Representatives (ARs), Solution Representatives (SRs), customers, and cross-functional delivery teams, the FR coordinates the successful execution of customer commitments throughout the project and operational lifecycle. While ARs focus on customer relationship development and business growth, and SRs lead solution strategy and technical alignment, the FR owns fulfilment execution, operational success, value realisation, and customer outcome.
The FR serves as the critical bridge between customers and internal functions, orchestrating resources across service, engineering, logistics, finance, and partner organisations to ensure successful delivery, operational adoption, revenue realisation, and long-term customer success.
The FR owns customer outcomes from Purchase Order (PO) through delivery, go-live, operational stabilisation, and ongoing performance governance, while maintaining close alignment with ARs and SRs to maximise customer value and long-term account success.
Key Responsibilities
1. End-to-End Project Delivery Ownership
- Own the full customer fulfilment lifecycle from Purchase Order to project completion and operational acceptance.
- Manage project timeline, cost, and quality to ensure successful execution
- Develop and execute fulfilment plans aligned with customer expectations and contractual commitments.
- Coordinate cross-functional teams including Sales, Engineering, Service, Logistics, Finance, and external partners.
- Ensure effective management of delivery schedules, quality, resources, and customer communications.
- Drive successful project deployment and operational readiness.
2. Revenue Realisation & Receivables Management
- Take ownership of accounts receivable (AR) related to delivered projects
- Ensure timely invoicing, payment collection, and cash flow realisation
- Identify financial risks impacting revenue collection and take proactive actions
- Align delivery progress with payment milestones and contractual terms
3. Contract Execution & Customer Success
- Ensure contractual commitments are fully executed
- Act as key interface between customer and internal teams
- Own post-go-live operational performance
- Lead KPI and SLA reviews
- Monitor operational performance and customer outcomes
- Drive adoption and value realisation
- Build long-term customer relationships, support long-term partnership development with key customer for training and onboarding
4. Governance, Risk & Escalation Management
- Identify delivery, operational and contractual risks
- Lead governance reviews
- Manage escalation pathways
- Present status to stakeholders
- Drive accountability across workstreams
- Ensure transparency through reporting
6. Strategic Collaboration
- Work closely with ARs to support customer growth and retention
- Partner with SRs to ensure solution intent is successfully realised in operation
- Provide field feedback to improve future solution design and delivery models
Key Focus Areas (Success Metrics)
- Project Delivery Excellence (On-Time, On-Quality, On-Budget)
- Revenue Realisation and Cash Collection Performance
- Customer Satisfaction and Account Health
- Operational KPI and SLA Performance
- Contract Execution Accuracy and Value Realisation
- Risk Identification, Escalation Resolution, and Governance Effectiveness
- Continuous Improvement and Operational Excellence
Requirements
- Proven experience in project delivery, operations, or account/project management (EV, energy, or infrastructure sector preferred)
- Strong understanding of contract execution, delivery processes, and commercial awareness
- Experience in managing receivables or revenue-related processes is a strong plus
- Excellent stakeholder management and communication skills
- Strong problem-solving ability with a proactive, results-driven mindset
- Ability to manage multiple projects and priorities simultaneously
- Experience working in cross-functional and international teams
- Demonstrated willingness to take ownership, learn quickly, and grow within a customer-facing delivery environment
- Fluent in English (Mandarin is a plus)
We recognise that candidates may not meet every requirement listed above. If you are excited about the opportunity and believe you can contribute to our mission, we encourage you to apply.
Location: Watford, United Kingdom
Start Date: As soon as possible
Working Hours: Full-time
Contact: Apply directly on LinkedIn or send your resume to recruitment1.eu@autel.com.