Customer Service Officer

Req ID:516436 

Location: Widnes (On-Site)

Appointment Basis: 12 Month FTC

Apply by: 5/6/26

Salary & Benefits: £34,000 + Benefits Include: Pension, Contributed Healthcare, Life Assurance

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, 86,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

Purpose of Role:

This role is responsible for managing customer accounts and order fulfilment at the Widnes site. Reporting to the Customer Services Manager, the Customer Service Officer ensures that all customer orders are processed accurately and delivered on time. This includes handling order blockages, preparing quotations, coordinating between departments and suppliers, resolving first-level issues, and driving continuous improvement in service and operational performance, all whilst maintaining compliance with internal procedures and ensuring a high level of customer satisfaction.

What are my responsibilities?

• Review due and late orders daily, investigate root causes, and escalate where necessary in line with service level agreements (SLAs).
• Monitor and resolve blocked order lines, including analysis of the COST7# report and blocked Purchase Requisitions (PREQs), aiming for resolution within two weeks.
• Prepare customer quotations in accordance with company procedures and cross-functional input, ensuring alignment with commercial and compliance standards.
• Perform monthly reconciliations with customers unless alternative arrangements are agreed.
• Conduct daily reviews of PREQs for consumables and repairs to ensure timely material availability.
• Lead first-level resolution for aged debt and payment queries.
• Manage first-level resolution of Non-Conformance Reports (NCRs).
• Obtain Requests for Quotation (RfQs) and commercial offers from suppliers.
• Undertake pricing within your delegated authority.
• Support wider team activities and cover ad hoc duties when needed.
• Act as liaison between the customer, shared services in Cluj, procurement, warehouse, and suppliers.
• Provide regular and ad hoc reports to support order visibility and performance tracking.
• Continuously improve order processing workflows by identifying and implementing efficiency gains.
• Review the live stock position daily using the SAP MB51 transaction to manage urgent deliveries and pull-forward opportunities.
• Assist in preparing responses to Pre-Qualification Questionnaires (PQQs).
• Support the tendering process by coordinating and recording progress from “Win/No-Go” through approval to final submission, using company standard processes and tools.

What do I need to qualify for this job?

Essential:

• Experience in a customer service or order management role, or relevant transferable skills.
• Proficiency in Microsoft Office applications and SAP.
• High degree of customer focus and awareness.
• Excellent communication and interpersonal skills.
• Ability to remain calm under pressure and meet tight deadlines.
• Strong attention to detail, with high standards of numeracy and literacy.
• Experience managing small-scale projects or workstreams.
• Ability to influence and persuade others to drive resolution.

Desirable:

• Understanding of Alstom systems, workflows, and functional interfaces.
• Familiarity with key reports and tools such as MB51, COST7#, and PREQ management.
• Experience supporting commercial or tendering processes.
• Exposure to working across cross-functional and geographically dispersed teams.

Join us on a life-long transformative journey – the rail industry is here to stay, so you can grow and develop new skills and experiences throughout your career.  

You’ll also:  

Enjoy stability, challenges and a long-term career free from boring daily routines 

Collaborate with transverse teams and helpful colleagues 

Contribute to innovative projects 

Steer your career in whatever direction you choose across functions and countries 

Benefit from our investment in your development, through award-winning learning 

Benefit from a fair and dynamic reward package that recognises your performance and potential, plus comprehensive and competitive social coverage (life, medical, pension)  

Up to 52 weeks full maternity and adoption pay 

25 days annual leave plus bank holidays, with the opportunity to buy or sell holiday 

Option to enjoy a brand new electric or hybrid vehicle with our salary sacrifice scheme 

A wide range of flexible benefits that you can tailor to suit your lifestyle 

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you! 

Important to note
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected.  All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law. 

As a 'Disability Confident' employer, we will interview all disabled job applicants who match the essential criteria of the job description or specification. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.

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