CATA UK
Sales Office Manager
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Sales Office Manager
Reports to: Sales Director
Department: Sales
Role Purpose
The Sales Office Manager is responsible for the day-to-day management and performance of the Sales Office, ensuring a proactive and commercially focused approach to customer management, order processing, and sales support.
The role will lead and develop the Sales Office team, ensuring customers are actively managed, orders are progressed efficiently, and potential issues are identified and resolved before they impact the customer.
A key part of the role will also be identifying opportunities to grow existing accounts and generate new business through proactive outbound calling and prospecting.
Key Responsibilities
Customer & Order Management
- Take overall responsibility for the effective management of customer orders from receipt through to delivery.
- Ensure customers receive proactive updates on orders, stock availability, deliveries, and any potential issues.
- Monitor outstanding, delayed, and back orders and ensure issues are addressed promptly.
- Build strong relationships with customers and become a key point of contact for resolving issues and supporting their requirements.
- Identify opportunities to increase customer spend, order frequency, and product range.
- Work closely with logistics, warehouse, purchasing, finance, and sales teams to ensure a smooth customer journey.
Team Leadership & Development
- Lead, motivate, and develop the Sales Office team.
- Set clear expectations and individual responsibilities across the team.
- Conduct regular one-to-ones, team meetings, and performance reviews.
- Provide coaching and training to improve product knowledge, customer service, sales skills, and overall performance.
- Create a culture of ownership, accountability, and proactive customer management.
- Identify performance or development issues and take appropriate action.
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KPI & Performance Management
- Establish and monitor clear KPIs for the Sales Office and individual team members.
- Produce regular performance reports for the Sales Director.
- Monitor measures including sales, order volumes, order accuracy, customer response times, outstanding orders, complaints, customer retention, and team productivity.
- Monitor activity levels and conversion rates from outbound sales and prospecting.
- Use KPI information to identify trends, address underperformance, and drive continuous improvement.
New Business Development
- Proactively identify and contact prospective customers through outbound telephone calls, email, and other sales activity.
- Develop and maintain a pipeline of prospective customers.
- Follow up enquiries, quotations, and leads to maximise conversion.
- Identify opportunities within existing and prospective customers and work with the wider sales team to convert these into new business.
- Maintain accurate records of prospecting activity and opportunities within the CRM system.
Process Improvement
- Continuously review Sales Office processes and identify opportunities to improve efficiency and customer service.
- Ensure customer and order information is accurate and systems are kept up to date.
- Identify recurring issues and implement improvements to prevent them from happening again.
- Work with other departments to improve communication and the overall customer experience.
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Key Performance Measures
The role will be measured against a combination of commercial, customer, and team KPIs, including:
- Sales and order growth
- Customer retention and satisfaction
- Order accuracy and processing efficiency
- Outstanding and problem orders
- Customer response times
- New customer acquisition
- Outbound calling and prospecting activity
- Lead and quotation conversion
- Team productivity and KPI achievement
- Employee development and performance
Experience & Attributes
The successful candidate will ideally have experience within a sales office, customer service, or sales environment, with previous experience of managing or developing a team.
They will be:
- Proactive and commercially minded
- Highly organised and able to manage multiple priorities
- Customer-focused with strong relationship-building skills
- Confident in managing and developing people
- Comfortable working with targets and KPIs
- Confident making outbound sales calls and developing new business
- A strong communicator and problem solver
- Focused on ownership, accountability, and delivering results
Overall Objective
The key objective of the Sales Office Manager is to create a proactive, high-performing Sales Office that actively manages customers and orders, develops its people, identifies new sales opportunities, and consistently delivers an excellent customer experience.
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