B2B Internal Sales & Order Fulfillment Lead in Cheltenham

We are looking for an Internal Sales Account Handler to serve as the key point of contact for our B2B customers, managing inbound enquiries and ownership of accounts through the entire order fulfilment journey.

Key Responsibilities

• Order Book Management
  • Accurately process all order types within SAP, including validation of electronically transmitted customer orders.
  • Review incoming customer orders against forecasted volumes using Power BI, proactively highlighting risks or variances.
  • Liaise with Material Planners to ensure customer delivery requirements are met and supply constraints are effectively managed.
  • Utilise customer order fulfilment portals for order placement, despatch and invoicing, ensuring all agreed Service Level Agreements (SLAs) are consistently achieved.
  • Proactively use systems, tools and functional contacts to manage the customer order book, minimise overdue orders and keep customers informed of any changes to delivery dates or lead times.
• Management of Customer Returns
  • Assess customer return requests and process them within agreed timescales, ensuring established procedures are followed and restocking fees are recovered where applicable.
  • Coordinate with cross‑functional teams and external logistics providers to arrange product uplift, ensuring returns cycle time targets are met.
  • Regularly run and review returns reports to analyse return volumes, trends and outstanding actions.
• Customer Invoice Management
  • Work closely with the Accounts Receivable team to identify and resolve customer invoice queries and account deductions, supporting timely account reconciliation and minimising aged debt.
  • Investigate and resolve invoice disputes through effective fact‑finding and root cause analysis.
  • Use the invoice dispute database to ensure customer queries are logged, tracked and actioned promptly to avoid delays in payment.
  • Replicate and upload invoices to customer web‑based portals where required.
• Management of Customer and Business Needs
  • Proactively seek solutions and make recommendations to resolve customer issues within established guidelines, ensuring outcomes meet both customer expectations and business requirements.
  • Take appropriate opportunities to promote the business and raise awareness of branded products and services during customer interactions.
  • Build strong relationships with key customers to understand their needs and identify opportunities for service or process improvements.
  • Ensure customer service levels are achieved, maintained and exceeded against KPIs and business measures by working collaboratively with cross‑functional teams.
  • Maintain strict adherence to customer SLAs to avoid service failures and potential financial penalties.

Skills / Requirements

• Strong experience in order processing and account management within a B2B environment.
• Working knowledge of SAP or similar ERP systems, with a high level of accuracy and attention to detail.
• Confident use of data and reporting tools such as Power BI to review forecasts, analyse trends and support decision‑making.
• Experience working with customer order fulfilment portals, invoicing platforms and service‑level reporting.
• Understanding of order‑to‑cash processes, including invoicing, returns and credit management.
• Ability to manage multiple priorities simultaneously while meeting deadlines and service‑level commitments.

Customer & Commercial Skills

• Strong customer focus, balancing customer expectations alongside business and commercial requirements.
• Commercial awareness, with an ability to identify opportunities to promote products and services appropriately during customer interactions.
• Confident and professional communication skills, both written and verbal, tailored to a range of internal and external stakeholders.

Collaboration & Stakeholder Management

• Strong teamwork skills, working collaboratively within the Internal Sales function and across cross‑functional teams including Planning, Logistics and Finance.
• Build effective working relationships with key customers and internal stakeholders to support service delivery and continuous improvement.

Ways of Working

• Demonstrates ownership and accountability for customer outcomes and resolution of issues end‑to‑end.
• Proactive and solution‑oriented, taking initiative while knowing when to escalate or seek guidance.
• Organised and methodical, with strong attention to detail and commitment to process compliance.

Compensation and Benefits

• Base salary up to £28,350, based on skills and experience, plus benefits including company bonus, free parking, a competitive pension scheme, paid volunteering days and subsidised onsite deli.

Equal Opportunity

Kohler Mira is committed to diversity and inclusion. As an equal opportunities employer, we recruit, hire and promote qualified people in all job classifications without prejudice. If you require adjustments during the recruitment process, please contact talentacquisitionuk@kohler.com.