Order Desk Lead

Brandt Industries Ltd. is currently seeking an onsite Order Desk Lead for our Regina, SK, location. This role is part of our internal support team and plays a key part in supporting the sales activities of our North American dealer network and internal Sales teams. The successful candidate will help lead the daily operations of the Whole Goods Order Desk, providing accurate and timely support for quoting, product information, and order processing. This position also involves working closely with internal departments and helping guide and support the Order Desk team.

Duties and Responsibilities

• Serve as the lead for complex and custom quotation requests, working closely with Engineering and the Senior Sales Team for support.
• Lead a team of Sales Coordinators, acting as the primary point of contact for daily quoting and sales support activities.
• Prepare and deliver presentations—both in-person and virtual—for dealer onboarding and training.
• Organize and lead cross-functional meetings with internal departments.
• Cross-train team members within the Order Desk to ensure full operational coverage.
• Ensure the team adheres to established processes and standard operating procedures (SOPs).
• Develop and implement new process maps to improve efficiency and workflow.
• Monitor and report on department metrics (e.g., tickets, quotes, calls, speed, accuracy) to ensure performance standards are met.
• Collaborate with departments such as Marketing and Engineering on strategic projects.
• Travel as needed to support trade shows and other sales-related events.
• Ensure the Order Desk team delivers high-quality customer service; coach team members on handling difficult customer interactions professionally and courteously.
• Verify accuracy of order entries for whole goods.
• Communicate order acknowledgements, delivery dates, and shipping details to customers.
• Collaborate with the Order Fulfillment team on shipping schedules, inventory availability, freight coordination, and managing exceptions to meet customer needs.
• Manage inbound communications (calls and emails) related to dealer inquiries, product configuration, and inside sales support.
• Provide input to the product strategy team regarding current pricing data on portals, considering factors like accuracy, margins, cost, competition, and market strategy.
• Offer daily support and guidance to the Whole Goods Order Desk team.
• Serve as a backup for the Order Desk Manager.
• Perform other duties as assigned.