Joanne Heap
Rishton,Lancashire
Summary
Dedicated and organised professional with a strong foundation in team collaboration and initiative, complemented by exceptional problem-solving and issue resolution skills. Adept at assessing customer needs and providing expert product knowledge, supported by proficiency in ERP software. Committed to enhancing interpersonal communication through empathy and research skills, with a focus on achieving organisational goals.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Order Management Specialist
Promethean Limited
Blackburn, Blackburn with Darwen
2017.02 - Current
- Liaison with Logistics teams in UK, China and US to arrange direct shipments and ensure deadlines are met.
- Resolve and manage various different customer enquiries via both telephone and e-mail.
- Maintained detailed records of all orders, promoting transparency in operations.
- Prepare global shipping documents to comply with HM Customs requirements.
- Process and manage various sales orders in line with company procedures whilst providing support to customers and colleagues.
- Fully understand export credit limits and working within company credit guidelines.
- Fully understand the requirements of the company's Marine Insurance policy all risks whilst preparing the required document.
- Prepared Commercial Invoices for Warranty shipments and supply to the logistics team.
- Onboarding and development of new Distributor relationships and maintenance of existing relationships.
- Preparing rebates for certain customers using Salesforce generated reports and rebate system and Sell through Opportunity and Report system. Uploading rebates through Excel and preparing pivot tables to put through LN to generate credit notes.
- Primary Account Management to France, Southern Europe, APAC, South Africa and UK & Ireland partners whilst also providing Secondary Account Management cover for Eastern Europe and Central Europe partners.
- General administration and housekeeping duties.
- Processing EE orders from Germany, UK & Ireland and US partners and end users. Entitlement of orders using the SAP for new orders and renewal orders.
- Using Microsoft Office systems daily, Excel, Word and Outlook.
- Using LN Infor and Salesforce order processing systems.
- Interacted regularly with customers providing updates on their order status.
- Handling and resolving any order discrepancies, improving customer trust.
Various roles - Promotion related
JWP Limited
Blackburn, Blackburn with Darwen
2015.11 - 2017.01
- Working in the Character Lighting Sales Office, as part of a small team processing of orders both via telephone, email, and fax.
- Replying to customers and members of the public enquiries again via phone or email.
- Using Sage 200 to process orders, maintain Sales Ledger, check stock, update stock, pricing files, invoicing, credits and running monthly reports for individual customers or for Sales Director and National Sales Manager.
- Apply for Credit Limits for new customers using both Euler Hermes and CreditSafe resources.
- Accompany both Sales Director and National Sales Manager to meetings with Key customers and producing presentations.
- Attending Trade Fairs, help setting up, merchandising product to its full potential, having an involvement in the stand's appearance from planning stage right through to finish and packing up. Making sure sufficient stock and paperwork is available throughout the fair.
- Using Microsoft Outlook, Excel, Word, PowerPoint, Sage 200, Photoshop, Internet use on a daily basis. Using a bespoke Warehouse System Scale and ILS which is our sister company's stock and order processing system.
- Sales Office & Customer Service Coordinator (promotion within the company): Dealing with all Customer Service enquiries both on the telephone or email. Being responsible for key accounts and making sure agents have up to date product information, images, price lists and order forms. Uploading new line forms for key customers to sell both products online and in stores. Attending several Trade Fairs and discussing new and existing products to customers on a one-to-one basis.
- Working closing with the Sales and Marketing Department to produce new price lists, orders forms, point of sale material and designing and maintaining a new company website. Assisting the Accounts Department in chasing outstanding debts, banking and updating Sales Ledger records. Entering new product information onto Sage200 and updating pricing information for key accounts and all customers. Upgraded to Sage200 from Sage100 in January 2015.
- Sales Office Administrator - February 2006 - Order processing, sales ledger update and stock records using Sage100. Invoicing, credit notes and debit notes both through Sage100 and manually, filing and general housekeeping and product knowledge. Sending out samples to customers and back to our warehouse.
- JWP Limited is a company that distributes Housewares products to Cook Shops, Department Stores, High Street Retailers and Online Retailers throughout the UK and Ireland. In 2014 JWP Limited obtained the UK & Ireland Distributorship for 3D Light FX and a further contract from Philips Lighting.
Branch Manager, Accrington
Birthday's Limited
Accrington
2004.03 - 2006.01
- The successful running of a busy local Birthdays card shop, supervising staff members and ensuring targets are achieved through a high level of customer service. Providing staff cover for other branches when short staffed. Staff training on EPOS systems, banking and preparing floats. Following promotions and merchandising new products for maximum impact in store all year round.
- Preparing and reducing card displays around seasons and following briefs from Head Office in order to maximise full sales potential. Halloween 2005 Accrington Branch target sales were up 300% due to creating a theatrical atmosphere in store.
- Attending Partyland Balloon course - learning to create an atmosphere in store using balloons for Weddings, Christenings, Birthdays etc.
- Promoted to Branch Manager of Birthdays in Preston, which was classed as a higher store turnover again due to creating the right atmosphere in store sales targets were met and increased.
- Clinton's bought out all Birthday's stores from 2004 through to 2009.
Education
St Wilfrid's Church of England Secondary School
Blackburn 1984.09 - 1989.05
Skills
- Team collaboration and initiative
- Problem-solving and issue resolution
- Interpersonal and research skills
- Empathy in communication
- Customer needs assessment
- Product knowledge expertise
- ERP software proficiency
Certification
Sweetlove Training - Health & Safety - First Aid at Work completed 29 May 2025
Pennine Fire & Safety Limited - Fire Warden Training Certificate - May 2024
DBS checked - April 2026
Food Hygiene Certificate - August 2025
Hobbies and Interests
Walking, writing, listening to music, going to the theatre, concerts and cinema. Cooking, reading and spending time with family and friends.
Affiliations
- Associate Church Warden, PCC Secretary and Sunday School leader and Events Co-ordinator at my local church St Peter & St Paul's C of E Church. Rishton.
Timeline
Order Management Specialist
Promethean Limited
2017.02 - Current
Various roles - Promotion related
JWP Limited
2015.11 - 2017.01
Branch Manager, Accrington
Birthday's Limited
2004.03 - 2006.01
St Wilfrid's Church of England Secondary School
1984.09 - 1989.05