Order Processing & Aftersales Manager

Order Processing & Aftersales Manager

Our portfolio of products returns over millions in sales per annum and we're recruiting a proactive Order Processing & Aftersales Manager to join our Customer Services Team.

This role oversees the end-to-end order lifecycle and post-sales support activities. The role will ensure accurate order fulfillment, timely delivery, effective issue resolution, and high customer satisfaction while coordinating closely with Sales, Logistics, Finance, and the other order management and aftersales teams.

You will work closely with the Head of Customer Services and form a team of three. You will manage a team of Customer Service Advisors and work across all three of our brands. The role is based in Head Office in Gloucester with some hybrid working available. We are looking for availability of shifts between 8am and 5.30pm.

Main Responsibilities:

• Manage the complete order-to-cash process, from order entry to invoicing
• Monitor order status and proactively resolve delays or discrepancies
• Oversee after-sales support, including returns, exchanges, claims, and warranties
• Accurate and timely reporting across order processing and aftersales
• Maintain a daily overview that all tasks are completed to a high standard
• Act as a key liaison between customers and internal departments
• Support with the training of ERP across teams to build a strong efficiency across all brands
• Conduct quarterly reviews with each team member
• Manage customer complaints and escalations to ensure timely resolution
• Ensuring staff levels are sufficient to support workload
• Absence management, own the process for individuals on the team including RTWI
• Support with recruitment and on boarding new employees

What We're Looking For In You:

• Excellent proven communication skills both written and verbal
• Ability to work across multi systems, great multi-tasking skills
• Excellent problem-solving skills to identify inefficiencies and optimize process
• Good level of commercial awareness and understanding revenue drivers in the function
• Leadership skills with the ability to influence without direct authority

What We Can Offer You:

We want you to love working here, so as well as an amazing role with the opportunity to grow with the business, we are offering hybrid working, a competitive salary, with the potential to earn a great bonus plus a 4.5% contributory (salary sacrifice) pension scheme and 23 days' holiday (plus bank holidays and your Birthday). Death in service of 4 x your salary. Shopping discounts through Perkbox. Free eye tests for VDU users. Access to private GP 24/7 and Employee Assistance Programme.

Benefits:

• Casual dress
• Company pension
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Store discount
• Work from home

Experience:

• Previous Management Experience
• Customer Services Experience

Work Location: Hybrid remote in Gloucester, Gloucestershire