As a Sales & Commercial Process Officer you are responsible for leading and managing the Sales & Commercial Processing Department, ensuring all customer enquiries and sales orders are handled accurately, professionally, and within agreed service level targets. The role is responsible for driving operational efficiency, maintaining KPI performance, improving customer satisfaction, and developing a high-performing customer-focused team. The successful candidate will ensure all customer enquiries receive a confirmed response date within 48 hours and that orders are processed accurately and efficiently while delivering an excellent customer experience throughout the sales process.
Key Responsibilities
Department Leadership & Team Management
- Lead, manage, and support the Sales Order Processing team to achieve departmental objectives and KPI targets.
- Develop a customer-focused culture that prioritises responsiveness, professionalism, and service excellence.
- Conduct regular performance reviews, coaching, and training to improve team capability and engagement.
- Monitor workloads and allocate resources effectively to meet operational demands.
- Address performance issues promptly and implement improvement plans where required.
- Final check and authorisation of application for payment in line with Schedule of Rates
Customer Service & Communication
- Ensure all customer enquiries are acknowledged and responded to within the required 48-hour turnaround target.
- Maintain high standards of customer communication across email, telephone, and internal systems.
- Proactively manage customer expectations regarding delivery dates, lead times, and order updates.
- Handle escalated customer issues and complaints professionally and efficiently.
- Drive continuous improvement in customer satisfaction and service delivery.
Sales Order Processing & Operational Control
- Ensure all sales orders are processed accurately, efficiently, and within agreed timelines.
- Maintain high levels of attention to detail to minimise processing errors and customer disputes.
- Monitor order status and ensure customers receive timely updates throughout the order lifecycle.
- Work closely with Supply Chain Coordinator to ensure smooth order fulfilment.
- Identify and implement process improvements to enhance efficiency and reduce delays.
KPI Management & Reporting
- Manage and report on departmental KPIs, including:
- 48-hour enquiry turnaround performance
- Order processing accuracy
- Customer satisfaction levels
- Order backlog management
- Response and resolution times
- Produce regular performance reports for senior management.
- Analyse trends and identify opportunities for operational improvement.
- Implement corrective actions where KPI performance falls below target.
