JOB PROFILE

Job Title: Name:

Sales Order Processing ManagerResponsible For: Department:

Sales Order Processing Team Leaders Sales Order ProcessingJob Summary:

To be responsible for the day to day management of the sales order processing department providing strong leadership and direction to ensure the implementation of products and services to new and existing customers and dealers,

To challenge existing processes and procedures on an ongoing basis, and implement processes that improve order processing, reduce duplication, streamline systems, enhance customer experience and reduce customer queries.

To manage the sales order department performance and set and agree objectives and KPI’s

To be the main point of escalation for any unresolved issues in the department ensuring customer expectations are achieved and exceeded where possible.

Main duties:Service Delivery

To develop and maintain excellent working relationships with internal and external stakeholders, including customers, suppliers, dealers, departments

To identify, agree and implement improvements in internal processes in order to improve service delivery, cost effectiveness and customer expectations.

To be responsible for organising and overseeing all the health and safety requirements for the department

To support your team leaders to assist with resolving service issues as and when required.

To develop and provide documentation to customers, for example Simulation reports as and when required

To prepare, develop and plan customer skills matrix agreeing dates and process to undertake identified training.

To oversee the WER scheme, ensuring it is up to date, working with the auditors to ensure we maintain our license

Operations

To support your team leaders in resolving customer queries; be the main contact for escalation of customer queries for the team

To be responsible for monitoring of individual performance, ensuring all orders are processed accurately and correctly

To ensure that a profit analysis is undertaken for every order and profit margins are in line with company expectations.

To identify and address any low profit margins, ensuring that all costings are kept up to date

Prepare management reports and analysis on a timely basis ensuring that issues are identified and improvements plans are in place which improves the overall team performance.

To provide technical support to customer service and purchasing departments as and when required.

To provide support to finance in resolving invoice queries To provide assistance to marketing in respect of information required in brochure

development and technical manual. To liaise with suppliers in respect of delivery date improvement To write to customers to provide information, for example holiday close dates. To undertake analysis work as and when required. To monitor the progress of the department and the achievement of individual and

departmental objectives and KPI’s, ensuring these are aligned with the overall business objectives.

People Management To support & develop the sales order processing team, providing coaching,

mentoring, feedback and support to team leaders. To monitor performance and progress of team leaders and their respective teams,

identifying any skills gaps. To ensure regular communication with the team to ensure the smooth operation of

the whole department To manage the team performance, conduct team leader annual performance

reviews and support team leaders to conduct their team annual performance reviews.

To review and agree department and individual business objectives, aligning these with the business objectives and agree team and individual key performance indicators.

To undertake regular one to one supervision with the team leaders and ensure the team leaders undertake these with their team members.

To develop and implement the departmental skills matrix, ensuring that the team have the appropriate training opportunity to develop and enhance their skills and performance.

To be responsible for the appropriate departmental staffing levels, working with HR if a staffing need is identified.

To ensure all staff are fully inducted into the business, including probationary reviews, identifying training needs and ensuring regular supervision.

To work in accordance with health and safety regulations, and also ensuring the health and safety of all staff. Reporting near misses and RIDDOR.

Any other reasonable duty that may be assigned. To comply with Conservatory Outlet Quality Policy and objectives in every aspect of

own work.

Skills, Knowledge and Experience:

Experience of the manufacturing industry Sound working knowledge of processing and planning to meet the needs of the business Excellent planning and organisational skills The ability to demonstrate effective time management and prioritise tasks Excellent communication skills with the ability to communicate with both internal and

external stakeholders A strong understanding of customer service with the ability to ensure an excellent level of

customer service is provided and customer expectations are exceeded, maintaining excellent customer relations.

The ability to identify and implement fit for purpose processes to improve and streamline the processes currently in use.

The ability to ensure processes are adhered to and results are delivered and measured in a timely and effective manner

Excellent IT skills with a strong working knowledge of Window Designer Excellent product knowledge with the ability to keep up to date with developments within

the industry Excellent team management skills with the ability to motivate coach and mentor the team

and measure team performance. The ability to challenge existing work practices, identify areas for improvement and

implement new processes and plans. A strong sense of humour with the ability to manage and implement change. A highly motivated individual with a can do approach to work and the ability to get the job

done in the required timescale. A proactive approach to work with the ability to prioritise and manage own workload. A willingness to undertake further training with the ability to implement learning into your

daily work. A strong understanding of Customer Services, performance levels and client relations The ability to successfully follow processes and deliver required and measureable results

Signature of Job Holder: Signature of Line Manager: