Sales Order & Operations Coordinator

JOB PURPOSE:
The Sales Order & Operations Coordinator is responsible for facilitating the smooth execution of customer orders by coordinating efforts across Sales, Production and Logistics. This role acts as the central point of contact to ensure order accuracy, adherence to delivery schedules and high levels of customer satisfaction. The Coordinator focuses on executing daily tasks efficiently, supporting the sales team with administrative precision and maintaining clear communication channels with internal and external stakeholders to resolve issues promptly.

KEY RESPONSIBILITIES AND DUTIES:

Sales Order Coordination

• Accurately enter customer orders into the system, verifying pricing, terms and product specifications against approved quotes and purchase orders.
• Issue order acknowledgements and invoices to customers in a timely manner, ensuring all documentation is complete.
• Act as the administrative support link for the sales team, assisting with order amendments, cancellations and contract clarifications as needed.

Operations & Logistics Support

• Collaborate with production and warehouse personnel to relay order priorities, confirm stock availability, and communicate production timelines.
• Schedule outbound shipments by liaising with the logistics team or external transporters, ensuring delivery commitments are met.
• Prepare shipping and customs documentation as required, verifying accuracy before dispatch.

Customer Service & Issue Resolution

• Act as the primary contact for customers regarding routine order updates, delivery statuses, and stock queries.
• Proactively notify customers and internal sales teams of any anticipated delays or discrepancies in the order cycle.
• Respond to customer inquiries and resolve complaints regarding order processing, delivery, or product availability within established service levels.

Data Tracking, Record Keeping & Reporting

• Maintain organized and up-to-date records of all order-related activities, including deliveries, backorders, and inventory adjustments.
• Compile and distribute daily/weekly reports on order status, fulfilment rates, and delivery performance to the management team.
• Monitor inventory data provided by the warehouse to ensure alignment with customer demand and prevent stock-outs.

INTERNAL RELATIONS:

Maintains close working relationships with Sales, Production, Warehouse and Logistics team members to ensure operational alignment.

EXTERNAL RELATIONS:

Maintains professional contact with customers, corporate organizations, and statutory bodies as required for day-to-day coordination activities.

RESPONSIBILITY FOR ASSETS:

Responsible for the protection, conservation, and efficient utilization of assigned company assets, including Vehicles, Mobile Phones, Laptops and cash floats.

COMPETENCIES:

EDUCATIONAL QUALIFICATION AND EXPERIENCE

• A minimum of a Bachelor’s degree in Business Administration, Supply Chain Management, Sales or a related field.
• A minimum of 2 to 3 years of experience in a coordination or administrative support role, such as sales order processing, customer service coordination, or logistics administration; experience in a manufacturing or FMCG environment is an advantage.
• Familiarity with ERP systems (e.g., SAP, Oracle, Microsoft Dynamics, or Bizom) for order entry and inventory checking.

TECHNICAL

• Proficient knowledge of the order-to-cash cycle with a focus on accurate data entry and verification.
• High attention to detail in processing transactions and reviewing documentation.
• Basic understanding of inventory management, production schedules, and logistics coordination.
• Intermediate to Advanced proficiency in Microsoft Excel (must be capable of using VLOOKUP’s, Pivot Tables) and the full Microsoft Office Suite.
• Ability to learn and adapt to in-house order management and ERP software quickly.
• Competence in preparing routine reports and organizing data for performance tracking.

PERSONALITY

• Ability to relate effectively to people at all levels and work collaboratively across departments.
• Good verbal and written communication skills to convey information clearly and professionally.
• Strong organizational skills with the ability to prioritize tasks and manage time effectively.
• Ability to cope with work, time and people pressures in a fast-paced environment.
• Consistently thorough and meticulous in administrative tasks and problem resolution.