1. JOB PROFILE
Job Title: Name:
SalesOrderProcessingManager
Responsible For: Department:
SalesOrderProcessingTeamLeaders SalesOrderProcessing
Job 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
2. 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 analysisworkasandwhenrequired.
To monitorthe progressof the departmentandthe achievementof individual and
departmental objectivesandKPI’s,ensuringthese are alignedwiththe overallbusiness
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.
3. 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 inaccordance withhealthandsafetyregulations,andalsoensuringthe healthand
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 andExperience:
Experience of the manufacturingindustry
Soundworkingknowledge of processingandplanningtomeetthe needsof the business
Excellentplanningand organisational skills
The abilitytodemonstrate effective time managementandprioritise tasks
Excellentcommunicationskillswiththe abilitytocommunicate withbothinternal and
external stakeholders
A strongunderstandingof customerservicewiththe abilitytoensure anexcellentlevel of
customerservice isprovidedandcustomerexpectationsare exceeded,maintainingexcellent
customerrelations.
The abilitytoidentifyandimplementfitforpurpose processestoimprove andstreamline
the processescurrentlyinuse.
The abilitytoensure processesare adheredtoandresultsare deliveredandmeasuredina
timelyandeffective manner
ExcellentITskillswithastrongworkingknowledgeof Window Designer
Excellentproductknowledge withthe abilitytokeepuptodate withdevelopmentswithin
the industry
Excellentteammanagementskillswiththe abilityto motivate coachandmentorthe team
and measure teamperformance.
The abilitytochallenge existingworkpractices,identifyareasforimprovementand
implementnewprocessesandplans.
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 approachto workwiththe abilitytoprioritise andmanage ownworkload.
A willingnesstoundertake furthertrainingwiththe abilitytoimplementlearningintoyour
dailywork.
A strongunderstandingof CustomerServices,performance levelsandclientrelations
The abilitytosuccessfullyfollowprocessesanddeliverrequiredandmeasureable results
Signature of JobHolder: Signature of Line Manager:
