Customer & Sales Operations Team Leader

TXM Recruit; Saffron Walden; On-site; GBP 42,000 - 56,000; Full time

Job summary

TXM Recruit is recruiting on behalf of a leading engineering and manufacturing business for a Customer & Sales Operations Team Leader to join their team in Normanton. The role leads the Sales & Customer Operations function, owning end-to-end order processing and ensuring accurate entry, pricing and delivery information across ERP and CRM systems.

You will collaborate with Sales, Operations, Engineering, Production, Logistics, Finance and Quality to drive process improvements, resolve customer

Qualifications

• Proven experience leading a customer service or order management team.
• Experience with end-to-end order processing and accurate entry of orders.
• Experience using ERP and CRM systems.
• Strong ability to manage KPIs, workloads and team performance.
• Excellent organisation, prioritisation and problem-solving abilities.

Responsibilities

• Lead, manage and develop the Sales & Customer Operations team.
• Set objectives, priorities and performance standards.
• Manage workload, resources and team performance.
• Conduct regular one-to-ones, performance reviews and development discussions.
• Own the end-to-end customer order process, ensuring accurate entry and prompt processing.
• Ensure product codes, quantities, pricing, delivery requirements and customer information are correct.
• Manage amendments, cancellations, credits and returns.
• Resolve customer issues and escalations through to resolution.
• Maintain high standards of ERP and CRM data accuracy.
• Support Sales with enquiries, quotations and customer opportunities.
• Monitor outstanding quotations and support account retention, repeat business and growth.
• Develop and maintain consistent processes and standard operating procedures.
• Identify recurring issues, delays and inefficiencies and implement improvements.
• Use KPIs and data to monitor performance and identify opportunities for improvement.
• Collaborate with teams across functions and locations.
• Support a strong right-first-time and continuous improvement culture.

Skills

Leadership

Order processing

ERP

CRM

KPI management

Stakeholder management

Team development

Tools

ERP systems

CRM systems

Job description

TXM Recruit is recruiting on behalf of a leading engineering and manufacturing business for a Customer & Sales Operations Team Leader to join their team in Normanton.

This is a key role within the Sales & Customer Operations function, responsible for leading and developing the team while ensuring customers receive a professional, responsive and commercially focused service.

You will take ownership of the end-to-end customer order process, ensuring orders are processed accurately and efficiently, while maintaining high standards across ERP and CRM systems. Working closely with Sales, Operations, Engineering, Production, Logistics, Finance and Quality, you will play an important role in improving processes, resolving customer issues and supporting wider commercial performance.

Key Responsibilities

• Lead, manage and develop the Sales & Customer Operations team.
• Set clear objectives, priorities and performance standards.
• Manage workload, resources and team performance.
• Conduct regular one-to-ones, performance reviews and development discussions.
• Own the end-to-end customer order process, ensuring orders are entered accurately and promptly.
• Ensure product codes, quantities, pricing, delivery requirements and customer information are correct.
• Manage amendments, cancellations, credits and returns.
• Ensure customer issues and escalations are owned through to resolution.
• Maintain high standards of ERP and CRM data accuracy.
• Support Sales with enquiries, quotations and customer opportunities.
• Monitor outstanding quotations and support account retention, repeat business and growth.
• Develop and maintain consistent processes and standard operating procedures.
• Identify recurring issues, delays and inefficiencies and implement improvements.
• Use KPIs and data to monitor performance and identify opportunities for improvement.
• Work collaboratively with teams across different functions and locations.
• Support a strong right-first-time and continuous improvement culture.

About You

The successful candidate will have proven experience managing or leading a customer service, sales operations, order management or inside sales team.

You will ideally have:

• Strong experience in order entry and order processing.
• Previous experience managing customer accounts, complaints and escalations.
• Experience using ERP and CRM systems.
• Experience managing KPIs, workloads and team performance.
• Experience improving processes across departments or sites.
• Strong communication and stakeholder-management skills.
• Excellent organisation, prioritisation and attention to detail.
• A proactive and practical approach to problem solving.
• Strong commercial awareness and a customer-focused approach.
• Previous experience within a B2B, engineering, manufacturing or technical environment would be highly advantageous.Relevant management or leadership experience is highly desirable, alongside strong Microsoft Office, ERP and CRM capability.

Why Apply?

This is an opportunity to join an established engineering and manufacturing business in a role where you will have a genuine influence on customer experience, operational performance and continuous improvement.

You will have the opportunity to develop a team, improve processes and work closely with multiple areas of the business to help deliver a consistent and commercially focused customer operation.

TXM Recruit is an equal opportunities employer. If you have any specific requirements or require assistance or reasonable adjustments to be made for you during the selection process due to disability or long-term health condition, we will do our best to assist you.