COMPANY DESCRIPTION Zoro UK is a wholly owned subsidiary of Grainger (New York Stock Exchange code: GWW), a global industrial supplier with headquarters in Lake Forest, IL, USA We are a new business in the Industrial MRO market, looking to increase our share of market and grow customer acquisition, through a proposition that is focused on the needs of our customers. Zoro has offices in both London and Leicester. The Customer Service team is based in Leicester. Working for Zoro UK means working within a start-up culture for but with the backing of an established global player within the MRO market. We aspire fast growth; we seek new ideas to succeed and disrupt the market; we solve problems and seek out new ones; and we seek individuals who are comfortable with ambiguity. PRIMARY FUNCTION The Order Progressing Team Leader is responsible for the day-to-day operational management of the Order Progressing Advisors, based in the UK and the Order Administrators, based in India to ensure that we are providing our customers with the service that we aspire to, via ensuring proactive order management. The team is responsible for placing and updating core order information, who are focused on ensuring the successful delivery of orders through a mix of inbound and outbound supplier contact. The primary functions of a Order Progressing Team Leader are to: Management of our non-stocked orders. This role will work across a large supplier base to chase order updates, resolving customer and supplier issues Provide our customers with exceptional customer service with a primary focus on first time resolution Manage both the Order Progressing Advisors in the UK and Order Admin team based in India to ensure successful completion of SLAs, via training, coaching and 121s. Manage order progression whilst maintaining timely contact with customers. Ensure the team are accurately placing orders with high attention to detail Take the lead on the automation plan by working with cross-functional teams to automate the order acknowledgments, dispatches and backorders Take the lead and ensure the team are dealing with escalated supplier issues PRINCIPAL DUTIES & RESPONSIBILITIES Principal duties & responsibilities include: Handle Order Enquiries: Chase suppliers for updates on outstanding orders ensuring all information is correctly updated within our systems. Resolve any order issues at the point of order placement to ensure that our customers expectations are managed. Be responsible for correctly marking orders as dispatched. Manage and resolve AP queries whilst ensuring that common issues are escalated to Team Leader to reduce ongoing queries. Strive for first-time resolution by addressing order concerns with accuracy and effectiveness and resolve these for future orders also. Maintain a deep understanding of Zoro UK's products and services to provide comprehensive assistance to customers, suppliers and colleagues alike. Team Leadership and Coaching: Manage and coach a team of Order Progressing Advisors (UK) and Order Administrators (India). Provide ongoing support, guidance, and performance feedback to ensure the team meets or exceeds service level targets. Conduct sickness reviews, disciplinaries, and Performance Improvement Plans (PIPs) when necessary. Foster a positive and collaborative team environment. Workflow Management: Oversee the delivery of order progressing functions. Ensure that Service Level Agreements (SLAs) are consistently met. Address and resolve operational challenges to enhance overall team efficiency. Performance Evaluation and Process Improvements: Evaluate individual and team performance through call/case working and quality metrics. Identify opportunities for process improvements and implement necessary changes. Conduct regular reviews and assessments to drive continuous improvements. 1-2-1s and Development Opportunities: Conduct monthly 1-2-1 meetings with direct reports to discuss performance against metrics, areas for improvement, and development opportunities. Collaborate with team members to create actionable plans for professional growth. Reporting and Monitoring: Develop weekly and monthly reports to track progress against SLAs. Analyse data to identify trends, areas for improvement, and areas of success. Operational Support and Customer Interaction: Perform order progressing functions as needed to cover absences and ensure day-to-day operations run smoothly. Address order progressing cases and calls to maintain operational efficiency. Working with the Customer Service Management team to effectively plan the weekly and monthly team rota. Handle order escalations and complaints, conduct root cause analysis, and implement corrective actions. Recruitment Support: Assist in the recruitment cycle for hiring new members of the order progressing team, both in the UK and in India. Participate in interviews and contribute to the selection process. Additional Responsibilities: Ensure that customers have a positive experience with Zoro UK Ltd. Implement strategies to enhance customer satisfaction and loyalty. Ensure compliance with GDPR guidelines in all customer interactions and data handling. Work in accordance with company management systems at all times. Deputise for the Customer Service Manager as required. Undertake general ad hoc duties as directed by management to fulfil business requirements. WORK ENVIRONMENT Collaborates closely with other members of the Zoro team and Grainger companies This is a hybrid role offering both home and office working flexibility. In office requirement is one-two days per week as a minimum, sometimes more if required to meet business activities or training requirements, must be within commutable distance to South Wigston, Leicester, for when required. Some travel may be required to Zoro’s London office from time-to-time to collaborate with the wider team. IMPACT Types of the decision made by this job: Day to day responsibility for managing the team responsible for order enquiries, with both Suppliers and Customers. Determining how to drive the best customer experience. Resolve ongoing problems to prevent further order and customer issues via the Order Progressing team members. Impact this job and the decisions it has on the organisation: People leadership Customer experience and satisfaction Order management Requirements 2 years’ experience in a Senior Order Progressing Advisor or Team Leader within an order management position. Strong understanding of order management principles and practices. Excellent communication, coaching, and leadership skills. Analytical mindset with the ability to use data for decision-making. Familiarity with GDPR guidelines and commitment to data protection. PC literate – particularly in Excel / Google Sheets and experience of SAP and Salesforce is advantageous Good eye for detail when dealing with numerous tasks simultaneously. Ability to solve problems and take the leadership on challenging tasks Ability to remain calm and deal courteously with people whilst working under pressure. Enthusiastic, a self-starter and an influencer in getting teams engaged. Ability to demonstrate that they can move between supervising and do-ing as the role requires. Benefits 33 days of annual leave including bank holidays ( buy scheme of up to 5 days). Staff discount on our website Brilliant pension contribution (8% from Zoro UK). Medical, personal accident, life and income protection insurance are all included. Attractive company sick pay. Enhanced Maternity and Paternity leave. Perkbox subscription Cycle to Work Scheme. Company quarterly events. Bright, spacious, modern offices with free teas, coffees, soft drinks and nibbles