Job details
Job type temporary
Full job description
Purpose of the role:
B2b order executive is responsible for the end to end sales order process, managing b2b orders from receipt through to dispatch, whist providing excellent customer service for our b2b accounts and business stakeholders.
Playing an integral part in supporting and facilitating b2b sales across all thg’s brands, a key objective of the b2b client services associate is to achieve top class customer experience and retention standards.
B2b order executive is the first point of escalations for queries relating to the delivery of b2b orders and makes sure that daily tasks are executed in line with the group procedures.
Work closely with key stakeholders across the business including; credit control, commercial teams, warehouse and logistics to ensure the smooth processing of b2b orders and distribution.
Key responsibilities and tasks:
To raise all b2b orders for assigned brands and /or territories and monitor progress from receipt of order through to successful delivery.
Day-to-day management of b2b customer portals – capturing new orders to be raised, acknowledging receipt, amending shortages, sending asns, downloading shipping labels and arranging booking slots as needed.
Ensure smooth operational flow throughout the order process, making sure orders are raised and dispatched on time.
Fast and efficient management of a variety of product issues that can occur within the order process.
Provide high level of customer service to customers; ensuring they are provided with all relevant information in a timely manner.
Ensure account managers/sales department are equipped with information as required to support their day to day business.
Liaise with warehouse, carriers and logistics deptTo arrange order collections/deliveries.
Follow up and resolve any operational and order related issues with different departments i.eOperations, finance, sales, warehouse and logistics.
Handle queries from customers on order status, discrepancies, tracking information and prioritisation of any urgent order requestsResolve any problems arising including failed deliveries, missed collections, courier returns.
Support and recommend any improvements to processes and ways of working.
Any other duties and projects as outlined by line manager
Kpis
On-time order processing
On-time query handling
On-time & compliant order delivery
Internal communication & relationships:
Develop effective working relationships across key business stakeholders to support optimal b2b performance
Work closely with b2b sales teams to manage order turn around expectations/time frames
Collaborate with credit control, warehouse and freight teams
External communication & relationships:
Establish direct relationships with key retail partner’s operational teams to support with on-time and compliant delivery into their distribution centers
Where applicable develop effective working relationships with any 3rd party warehouses utilised by thg for b2b distribution
Requirements
Communication
Team building
Commitment to self-development
Adapt to change
Drive and self-motivation
Meeting customer needs
Performance focus
Decision making
Problem solving
