Come and make your mark within a company that prides itself on the quality of its products and service. Polyframe is a leading-edge business, providing complete PVCu window profile solutions to a network of suppliers and installers across the UK and Southern Ireland. Polyframe has ambitious plans for future growth, and we are now looking for an equally ambitious Commercial Operations Manager to lead our on-site Customer Services and Sales Order Processing.

We are looking for the right person to maximise the accuracy and efficiency of every customer touch point on the order journey, to ensure Polyframe is a reliable supplier. Represent the Commercial Operations team in inter-departmental matters. Inform and take part in senior management decisions.


Key responsibilities include, but not limited to:

  • Maximising the accuracy and efficiency of every customer touch point on the order journey; ensuring Polyframe offers the best possible customer experience. 
  • Championing our values and culture. Empowering, training and supporting the Commercial team.
  • Representing the Commercial Operations team in inter-departmental matters and informing and participating in senior management decisions.
  • Leading change and being a key part of the exciting improvement projects currently underway at Polyframe Norwich

Oversee the Pre-Manufacture/Post Manufacture 

  • Management of new customers, maintenance of customer database, customer quotes and orders 
  • Managing daily capacity levels, delivery routes and customer flags 
  • Data Analysis to understand lead times trajectory
  • Preparation of daily loading schedules to support Transport team
  • Monitoring main switchboard and inboxes triaging customer queries
  • Investigating root cause of customer queries and complaints and resolving them 
  • Supporting Credit Control department by investigating payment disputes, advising on what is chargeable or authorising credits

Data and Systems Development/Configuration

  • Collaboration with IT systems issues, testing development work in UAT and future development work
  • Defining requirements for new software

Person Specification: 

  • Experience in B2B customer care and sales operations
  • Excellent communicator at all levels
  • Team leader and people management experience
  • High computer literacy with knowledge of Microsoft packages, case management systems and orders databases.
  • Strong time management and prioritisation skills
  • Strong understanding of departmental dependencies

Desirable Experience:  

  • Knowledge of the window industry 


25 days annual leave + bank holidays, Paid sick leave, 4 weeks full/4 weeks half, Individual Health Care Cover, Discretional Management Bonus, MetLife Employee Assistance Program

Share this job