Owns the order-to-dispatch chain for both distribution and projects. Serves as the single point at which an order becomes a delivery and is responsible for following up on everything in between.
Key Responsibilities
- Own order processing end to end: receipt, validation, credit check routing, stock allocation request, dispatch scheduling and confirmation to the customer.
- Follow up every open quotation until it converts or is formally closed. Maintain the live quotation register.
- Coordinate across Supply Chain, Finance, Credit Control and Projects to keep orders moving; escalate blockages the same day rather than reporting them weekly.
- Serve distribution and projects on equal terms. Agree monthly service levels with the Senior Manager – Projects and report against them.
- Own the customer commitment: if a delivery date is given, be the person accountable for it being met or renegotiated in time.
- Maintain the channel partner and customer master, price lists and scheme records.
- Handle customer queries and complaints on orders, dispatch and documentation; route product quality issues to Quality Assurance.
- Supervise the Executive – Dispatch & Billing and ensure invoicing is same-day against dispatch.
- Produce a weekly order-book and pending-dispatch report for the Head of Sales and the CEO.
- Flag recurring failure points in the order chain and propose fixes rather than absorbing them.
Key Performance Measures
Order-to-dispatch cycle time.
Open quotations converted or formally closed within the review period.
Delivery commitments met on the date first promised.
Order-book accuracy and pending-dispatch visibility.
Project service levels met, as agreed monthly.
Decision Authority
Schedules dispatch priority within agreed rules.
Releases orders once credit clearance is received; may not override a credit hold.
Commits delivery dates to customers within agreed lead times.
Requirements
Bachelor's degree or equivalent graduate qualification.
4+ years in sales coordination, order management or commercial operations.
Strong Excel; ERP or accounting-system order-processing experience essential.
Organised and persistent — the role runs on follow-up, not authority.
Able to hold a position with senior sales people when a commitment cannot be met.
