Service Delivery Specialist / Key Account Manager - Retail
OrderWork
London, W14
Kick start your career by joining a fast-growing London technology start-up .
Grasp the opportunity to work as part of a small team in a quick-paced entrepreneurial environment. Top performers have the potential of rapid career advancement in step with the aggressive growth plans of the company. OrderWork trebled revenues in 2008 and is on track to more than double again this year in what is a challenging UK economy.
OrderWork is an IT and Consumer Electronics services firm. We deliver technology installations via our network of over 1,800 vetted service partners. From a single portal, OrderWork’s clients can request installations and repairs under a guaranteed SLA. Built on an innovative internet portal that handles payments and collects ratings of every job done, OrderWork manages the delivery process and ensures quality control of all work.
The company is led by a service and quality focused management team. MD, Tom Bausemer, ran Forrester Research’s American Consulting business (www.forrester.com) before being recruited over to London to run OrderWork.
OrderWork is well supported by Wellington Venture Capital (http://www.wellington-partners.com), a leading pan-European VC firm. The company is based on Hammersmith Road near Baron’s Court and Kensington Olympia. We currently operate in the UK (www.orderwork.co.uk ) and have a fledgling business in Germany (www.orderwork.de).
The role
In your role you will be an integral member the Service Delivery Team. This team is at the very core of the company as it manages all work from initial scoping to completion. You will be working with OrderWork’s key accounts which operate on a nationwide basis to complete retail installations for several high street retailers.
With clients, you will be responsible for specific retailers and support their service requirements and customer requirements. You will then match those requirements with relevant local service partners and manage the delivery process through to the completion of the IT and Consumer Electronics installation.
Additionally you will identify, recruit, vet and approve service partners (both companies and individuals) across the UK to build OrderWork’s nationwide base of technology service partners.
Key Responsibilities
- Work with clients to scope their requirements
- Design processes and procedures to build successful relationships with your clients
- Coordinate client meetings and visits to effectively grow your market share within accounts
- Conduct customer training meetings with clients where necessary – particularly with new clients.
- Manage the entire online Work Order installation process
- Allocate and track work using the administration tools in the OrderWork portal
- Research possible service partners, using the web (and other tools)
- Recruit, vet and approve service partners (including face-to-face interviews)
- Take up service partner references as part of the approval process
- Produce statistical reports and analysis to provide customer insights as required
Required Skills and Experience
- Educated to degree level (or equivalent) in Business, mathematics or computer science.
- 1-2 years experience in service delivery or a similar role
- Experience working with retail clients and dealing with – Store managers and directors
- High energy level
- High level of PC literacy - MS Office (typing speed – 70 WPM or above)
- Excellent attention to detail and presentation
- Good analytical skills
- Good communication skills both face to face and over the phone
- Calm with an ability to work under pressure and provide leadership to others
- Motivated by challenges and able to work in a dynamic and results orientated way
- Mature, structured approach to dealing with difficult situations
- Willingness to travel throughout the UK
- An interest in technology is a must
- A good knowledge of IT and consumer electronics is a plus
Employment Terms
Specific details depend on the experience and quality of the successful.
OrderWork Limited is an equal opportunity employer.