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 Responsibilities1. 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 order release, stock checks, approvals, credits, documentation and communication.

· Identify recurring errors, manual workarounds or process gaps and recommend practical improvements to the supervisor.

· Protect confidential customer, pricing, employee and company information and follow company policies.

6. Teamwork and General Support

· Work collaboratively with sales, warehouse, shipping/logistics, finance and management to resolve issues and meet customer commitments.

· Prioritize work according to urgency, customer impact, order deadlines and direction from the supervisor.

· Provide clear handovers and maintain a current list of outstanding actions, pending decisions and time-sensitive orders.

· Provide reasonable cross-coverage for colleagues and assist with related administrative tasks as required.

Decision-Making and Escalation

The Coordinator is expected to resolve routine enquiries and processing issues within established procedures. Approval must be obtained before making commitments outside delegated authority, including:

· Unapproved price changes, discounts, margin exceptions or commercial concessions.

· Changes that affect agreed customer terms, delivery commitments or project pricing.

· Credits, refunds, write-offs, stock adjustments or other financial/system transactions requiring authorization.

· Product quality or warranty claims, significant shortages, safety concerns or escalated customer complaints.

Qualifications and Experience

· Previous experience in order entry, order desk, customer service, sales administration or a similar coordination role is preferred.

· Strong accuracy and attention to detail, particularly when entering product codes, quantities, prices and delivery information.

· Confident telephone and written communication skills, with a professional and customer-focused manner.

· Comfortable using Microsoft Outlook, Excel and business software; experience with ERP, inventory or accounting systems is an asset.

· Ability to organize competing priorities, follow through on open items and work effectively in a busy, team-based environment.

· Experience in building materials, stone, porcelain, landscaping, construction supply or a related industry is an asset.

· A practical, proactive approach to problem-solving and willingness to learn product ranges and internal workflows.

Core Competencies

· Accuracy, organization and accountability.

· Customer service and professional communication.

· Follow-through, urgency and effective prioritization.

· Teamwork and cross-department coordination.

· Sound judgment and appropriate escalation.

· Adaptability, initiative and continuous improvement.

Measures of Success

· Orders are entered accurately and within expected timeframes.

· Customer enquiries and internal requests receive timely responses and follow-up.

· Order documentation and system records are complete and reliable.

· Issues, shortages and delivery risks are identified and communicated early.

· Outstanding actions are tracked through to resolution, with effective handovers.

· Errors and avoidable rework are reduced, and process improvement ideas are raised constructively.

Working Relationships

Internal: External Sales, Order Desk colleagues, Warehouse, Shipping/Logistics, Finance, Purchasing and Management. External: Dealers, contractors, customers, carriers and other business partners.

Acknowledgement

This job description outlines the main duties and expectations of the role and is not intended to be an exhaustive list. Responsibilities may be reasonably adjusted to meet business needs. Any material changes will be communicated by management.