Role Purpose

The Account Manager is responsible for managing the end-to-end sales order fulfilment process for the department, ensuring orders are processed accurately, broker supply enquiries are responded to promptly, and customer deliveries are coordinated efficiently.

The role acts as a key point of contact between brokers, internal sales teams, operational departments, suppliers and end users to ensure a smooth and timely order journey from initial enquiry through to final delivery.

A key focus of the position is to drive departmental efficiency, maintain visibility and control of the order pipeline, achieve agreed delivery turnaround targets and contribute directly towards quarterly departmental KPIs.

Key Responsibilities

1. Sales Order Processing & Administration

• Receive, review and process sales orders on behalf of the team/department.
• Ensure all orders are accurately recorded, validated and entered into the relevant business systems.
• Check order details, product availability, pricing, quantities and delivery requirements.
• Proactively identify and resolve order discrepancies, delays or processing issues.
• Ensure orders are progressed through the relevant internal approval and fulfilment stages.
• Maintain accurate and up-to-date order records and documentation.

2. Broker Supply Enquiries & Relationship Management

• Act as a primary point of contact for broker supply enquiries.
• Respond to broker requests promptly, providing accurate information on product availability, pricing, lead times and order status.
• Manage incoming enquiries through to resolution, ensuring brokers receive consistent and timely communication.
• Build effective working relationships with brokers to support repeat business and overall departmental performance.
• Escalate complex supply issues, stock constraints or commercial queries where appropriate.

3. Order Pipeline Management & Reporting

• Take ownership of the department's active order pipeline, ensuring all orders are monitored and progressed in a timely manner.
• Maintain clear visibility of order status, outstanding actions, anticipated delivery dates and potential bottlenecks.
• Provide regular pipeline updates to the wider team and management.
• Proactively chase outstanding actions across internal departments, suppliers and external stakeholders.
• Identify orders at risk of missing agreed turnaround times and implement corrective actions.
• Ensure pipeline reporting is accurate, consistent and available to support departmental planning and decision-making.

4. Delivery Coordination & Logistics

• Arrange and coordinate delivery schedules with end users, ensuring agreed delivery dates and requirements are met.
• Liaise with logistics teams, suppliers and third-party delivery providers to facilitate timely fulfilment and reduce average cost per delivery.
• Communicate delivery arrangements, confirmations and any changes directly to end users.
• Monitor deliveries through to completion and proactively manage any delays or logistical challenges.
• Ensure end users receive a professional and consistent level of service throughout the delivery process.
• Resolve delivery queries and escalate operational issues where necessary.

5. Departmental Performance & KPI Delivery

• Work towards achieving departmental delivery turnaround targets and agreed quarterly KPIs.
• Prioritise workload effectively to ensure orders are processed and fulfilled within agreed service levels.
• Monitor individual and departmental performance against key operational measures.
• Identify opportunities to improve order processing efficiency, pipeline management and delivery performance.
• Take accountability for outstanding actions and proactively address issues that may impact departmental targets.
• Contribute to a positive, performance-driven team environment focused on service delivery and continuous improvement.

Key Performance Indicators (KPIs)

Performance will be measured against agreed departmental and individual targets, including:

1. Order Processing Turnaround: Percentage of sales enquiries/orders processed within agreed timescales.
2. Delivery Turnaround: Achievement of departmental order-to-delivery targets.
3. Order Pipeline Management: Accuracy, visibility and regular updating of all active orders.
4. Broker Enquiry Response Times: Timely and accurate responses to incoming broker supply enquiries.
5. Order Fulfilment: Percentage of orders successfully progressed and delivered within agreed timeframes.
6. Quarterly Departmental Targets: Contribution towards and achievement of agreed quarterly KPIs.
7. Customer Service: Quality of communication, issue resolution and overall end-user experience.
8. Operational Accuracy: Minimisation of order processing errors, discrepancies and avoidable delays.

Skills & Experience

Essential:

• Experience in an account management, sales administration, order processing or sales support role.
• Strong organisational skills with the ability to manage multiple orders and competing priorities.
• Excellent communication skills, both written and verbal.
• Ability to build and maintain effective relationships with brokers, customers and internal stakeholders.
• Strong attention to detail and a high level of administrative accuracy.
• Confident managing order pipelines, tracking progress and providing regular updates.
• A proactive approach to problem-solving and resolving operational challenges.
• Ability to work towards targets, deadlines and measurable KPIs.
• Good working knowledge of Microsoft Office and CRM/order management systems.

Desirable:

• Experience coordinating deliveries, logistics or supply chain activities.
• Experience working in a broker-led or B2B sales environment.
• Understanding of order fulfilment processes and operational service-level agreements.
• Experience producing pipeline reports and monitoring departmental performance.

Personal Attributes

• Proactive, accountable and delivery-focused.
• Highly organised with strong time management skills.
• Commercially aware and customer-focused.
• Able to work independently while contributing effectively to a wider team.
• Confident communicating with stakeholders at different levels.
• Resilient and adaptable in a fast-paced, target-driven environment.
• Takes ownership of issues and follows actions through to completion.