Order Desk Coordinator

Position Summary The Order Desk Coordinator is responsible for the accurate and timely processing of customer orders and for providing dependable administrative and customer-service support to the external sales team. The role coordinates information between customers, sales representatives, the warehouse, shipping/logistics, purchasing and finance to help ensure orders are entered correctly, stock and delivery details are confirmed, and issues are resolved promptly. The Coordinator is expected to work proactively, maintain accurate records, communicate clearly and identify opportunities to improve day-to-day processes. Key Responsibilities 1. Order Processing and Administration · Receive, review and enter customer purchase orders and sales orders into the company’s systems accurately and promptly. · Check product descriptions, item codes, quantities, pricing, discounts, taxes, delivery or pickup details, requested dates and customer information before processing. · Confirm order details and clarify discrepancies or missing information with the customer or sales representative before releasing an order. · Process order amendments, cancellations, backorders, credits and other changes in line with company procedures and approval requirements. · Maintain complete and organized records of orders, customer communications, quotes and supporting documentation. · Flag unusual pricing, margin concerns, credit holds or exceptions for approval rather than making unauthorized commitments. 2. Customer and Dealer Service · Respond professionally and promptly to customer and dealer enquiries by phone and email. · Provide accurate information on product availability, order status, lead times, collections, deliveries and documentation, checking internally where needed. · Follow up on outstanding questions and keep customers informed of delays, shortages, changes or other issues. · Build positive working relationships while maintaining a service-focused, calm and solutions-oriented approach. · Escalate complaints, quality concerns, urgent project requirements and sensitive commercial issues to the appropriate person. 3. Sales Team Support · Support external sales representatives with order entry, quote administration, samples, product information and customer follow-up as assigned. · Prepare or update quotes using approved pricing and procedures; seek authorization for non-standard pricing or exceptions. · Help track open quotes, pending orders, samples and customer requests, following up where appropriate. · Ensure sales representatives are kept informed of order issues, stock changes, delivery constraints and actions requiring their input. · Maintain clear handovers so customer and project commitments are not lost when team members are absent. 4. Warehouse, Inventory and Logistics Coordination · Coordinate with the warehouse and shipping/logistics team on picking, availability, collection, delivery scheduling and order readiness. · Check stock information in the relevant systems and raise discrepancies between system quantities and physical stock. · Communicate shortages, breakage, damages, substitutions and backorders promptly to the relevant teams and customers. · Ensure required order documents, pick tickets, delivery details and collection instructions are complete and accurate. · Help investigate order discrepancies, short shipments, incorrect items and delivery issues, documenting the outcome and next steps. 5. Systems, Records and Process Improvement · Use company systems, including the applicable ERP/inventory and accounting platforms, to enter, verify and retrieve order information. · Keep customer, order and product records accurate and up to date; use CRM tools where required to record relevant customer or project activity. · Follow established procedures for o…

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