Team Leader - Sales Admin (Spare Parts Order Management)

1. Summary of the role
Specify the overall responsibilities and the main deliverables. Why do we need the role?
This is responsible for leading the spare parts team and ensuring the effective day-to-day execution of spares sales, order processing, and delivery to customers worldwide. The role is hands-on and operationally focused, acting as the primary escalation point for complex customer issues, supporting the team under pressure, and ensuring consistent service, accuracy, and delivery performance.
From a strategic perspective, the role drives continuous improvement of spares processes and systems, using operational insight and customer feedback. By setting clear standards, developing team capability, and enhancing the spares customer experience, the role supports long-term customer relationships and growth.
2. Tasks and Responsibilities
Describe the tasks and responsibilities in more detail. Use bullet points.
Operational Responsibilities
• Manage day-to-day global spare parts operations, taking a hands-on role to ensure timely, accurate, and compliant delivery of spare parts to customers worldwide across multiple regions, time zones, and logistics networks, in line with OEM standards and customer commitments.
• Execute and oversee end-to-end global order processing, with direct involvement where required, including:
o Preparation and issuance of accurate spare parts quotations for international customers
o Review, clarification, and acceptance of customer purchase orders across different markets
o Accurate and timely order entry, maintenance, and issue resolution within the ERP system
• Actively manage global delivery performance, working closely with logistics providers, supply chain, service teams, and regional stakeholders to ensure international orders are fulfilled on time and issues are resolved quickly and pragmatically.
• Serve as the primary escalation point for global spares matters, personally driving resolution of complex operational, delivery, pricing, or customer issues through cross-functional and cross-regional coordination.
• Lead, manage, and support spares team members located locally and remotely, including colleagues based in other countries, ensuring clear communication, aligned priorities, consistent processes, and effective collaboration across time zones.
• Work closely with globally distributed internal stakeholders, including Sales, Service, Supply Chain, Finance, and Engineering teams, to ensure alignment and effective execution of spares-related activities.
• Maintain strong relationships with customers worldwide, providing clear and timely communication, managing expectations across regions, and ensuring a consistently high level of service.
• Produce regular operational and performance reporting for a global audience, including sales, order intake, backlog, delivery performance, and KPI reporting, providing clear visibility of trends, risks, and required actions across regions.
• Monitor, manage, and deliver agreed global KPIs, taking corrective action where required to ensure targets for spares sales, delivery reliability, order accuracy, and customer satisfaction are consistently met or exceeded.
Strategic Responsibilities
• Own the spares function from a global operational strategy perspective, ensuring daily execution aligns with broader aftermarket, customer lifecycle, and OEM business objectives across all regions.
• Lead revisions to standard global spares pricing, balancing regional market conditions, commercial competitiveness, margin objectives, and cost recovery while consulting with Sales, Finance, and other key stakeholders.
• Identify and drive continuous improvement initiatives using operational data and frontline experience from across regions to improve processes, systems, efficiency, and scalability of global spares operations.
• Partner with Sales and Service teams globally to develop and implement practical strategies, tools, and processes that grow spares revenue, improve aftermarket penetration, and strengthen long-term customer relationships worldwide.
• Use global reporting and operational insights to inform strategy, highlighting opportunities for growth, risk mitigation, and performance improvement across markets and regions.
• Ensure compliance with internal governance and international requirements, including export controls, trade compliance, and contractual obligations associated with supplying spare parts to customers worldwide.