Sales Office Supervisor - Maternity Cover (1-Year)

Burton McCall Limited; Leicester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Burton McCall Limited is seeking a Sales Office Supervisor (1 Year Maternity Cover) to lead the Internal Sales/Customer Service team. You will monitor performance, coach staff, and drive service levels to meet targets for order processing and customer enquiries.

This full-time role involves overseeing order processing, pricing, stock coordination, and maintaining strong product knowledge across brands. You will report into the Operations and Finance domains and ensure high standards of service.

Qualifications

• Experience supervising an internal sales/customer service team.
• Ability to monitor KPIs and drive performance against targets.
• Strong communication and coaching skills.

Responsibilities

• Oversee Order Processing and Customer Services to meet KPI targets.
• Lead, train, motivate and appraise staff across BMC, Watches and Montgomery.
• Monitor order input quality and timely email responses.
• Investigate credits and ensure they stay within KPI.
• Maintain up-to-date product knowledge and pricing with the team.

Skills

Customer service

Order processing

Team supervision

Training

Tools

ERP system

Job description

Company Description

Burton McCall Limited is a leading multi-channel sales, marketing, and distribution company managing world-class brands across the UK. The business supplies a wide range of retailers, from high street chains to independent shops, including garden centres, housewares, and hardware stores. Burton McCall is the UK distributor for an expanding portfolio of premium homeware, garden, and outdoor brands such as Adventure Medical Kits, Maglite, Stanley, Victorinox, and many others. The company is part of the Bollin Group, a wider family of outdoor and performance brands including Mountain Equipment, Sprayway, Bridgedale, Go Systems, Ron Hill, and Hilly Clothing Ltd. This structure offers opportunities to work within a dynamic, brand-focused environment with strong links to the outdoor and lifestyle sectors.

Sales Office Supervisor (1 Year Maternity Cover)

- This role is full-time

JOB PURPOSE

An experienced Sales Office/Customer Service Supervisor in monitoring and controlling the activities and achievements of the Internal Sales/Customer Service team towards targets and customer service levels.

KEY RESPONSIBILITIES

• Order Processing and Customer Services
• Manage, train, motivate and appraise reporting staff within BMC, Watches and Montgomery.
• Monitor and take action to ensure we hit our KPI target for dealing with both order receipt/input and email enquiries.
• Investigate and report on credits that are raised and keep within our KPI.
• Ensure the Order Processing and Customer Services team are up to date with product knowledge and pricing.
• Supervise and monitor non-availability of stock, to expedite all orders effectively and to regularly and as appropriate liaise with the Purchasing and Warehouse operations.
• Ensure reporting staff offer high standards of service, identifying and effectively resolving issues and training needs.
• Train the team to offer alternatives when OOS occurs.
• Process and maintain holding orders and forecasts on the ERP system

SALES ADMINISTRATION

• Key account administration.
• Answering telephones, dealing with customer queries, and ensuring correct action.
• To ensure up-to-date information is mailed to customers.
• Processing of new account forms and processing of contract/contract pricing.
• Setting up discounts as directed by Finance and Operations Director.

MEASURES OF SUCCESS/KPI’s

• All appraisals completed by the group deadline each year
• All customer services queries responded to within 24 hours of receipt
• All orders received AM, entered onto the system by close of the day
• All orders received PM, entered onto the system by 12pm the following business day
• Credit notes not to exceed 2.4% of the value of sales in any month.