Job Purpose:
Responsible for the accurate and timely processing and management of customer sales orders, ensuring seamless coordination across sales, logistics, and supply chain teams.
Responsible to:
Lead, Sales Operations and RTM
Responsible for:
None
Context/Scope:
The role focuses on order execution excellence to support service delivery and customer satisfaction.
Key Accountabilities:
- Receive, review, and process customer sales orders in accordance with company policies and SLAs
- Validate order details including product, quantity, pricing (as provided), and delivery requirements
- Capture and maintain orders accurately within ERP/CRM systems
- Track orders through the fulfillment lifecycle and proactively address issues or delays
- Act as the primary support contact for sales teams on order-related matters
- Provide timely updates on order status, availability, and fulfillment timelines
- Assist in managing backorders, order adjustments, and cancellations
- Liaise with warehouse, logistics, and supply planning teams to ensure smooth order fulfillment
- Escalate supply or fulfillment constraints impacting order execution
- Maintain accurate records of all orders, changes, and customer interactions
- Ensure adherence to master data standards (customer details, product codes, pricing inputs)
- Ensure compliance with internal order management processes and controls
- Identify inefficiencies or recurring issues in order processing and recommend improvements
Measurement/Performance Indicators
- Order entry accuracy rate
- Order processing turnaround time
- Order fulfillment tracking accuracy
- Reduction in order errors and rework
- SLA adherence for order processing
Internal & External Relationships:
- Sales Operations or National Sales Operations Manager
- TSMs, ASMs, RSMs
- PZ Marketing & Sales network
- Distribution Services
Knowledge, Skills & Experience Needed:
Qualifications:
- First Degree in any discipline
- Computer Literacy
Experiences: (What experience brings success to this role)
- Minimum of 1 year experience in marketing or sales, and over this period has successfully delivered on KPIs.
- Experience with ERP Systems (SAP)
Knowledge: (What does the person need to know)
- Good knowledge of business objectives and priorities.
- Knowledge of Field Sales Management and Market Intelligence.
- PZ Cussons BEST values
Functional or Technical / Business Skills: (What can the holder do)
- Commercial Acumen Emerging
- Customer Management Emerging
- Negotiation Skills Emerging
- In Market Execution Emerging
- Selling Skills Emerging
- Sales Drivers Emerging
- Channel Strategy Emerging
- Communication/Interpersonal skills Developed
- IT Skills Developed
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