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Description

Managing a Customer Service or Order Management Team: Organise, Track and Prioritise

Meeting daily processing commitments despite volume peaks and disputes

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

A customer service or order management function lives under the pressure of flow: orders to enter, lead times to confirm, disputes to resolve and customers following up for an answer. Urgency dictates the order of processing, sensitive files surface too late and trade-offs between sales and logistics are made case by case.

Two days focused on operational management: organising processing flows, tracking activity with a handful of reliable indicators, absorbing volume peaks and prioritising between customers. Each participant builds the dashboard and the prioritisation rules for their own department.

Learning objectives

  • Map processing flows and identify bottlenecks
  • Define prioritisation rules that can be applied by the whole team
  • Build an activity dashboard with a limited number of indicators
  • Organise the handling of disputes and sensitive files
  • Size resources against predictable variations in workload
  • Arbitrate between sales requests and logistics constraints

What makes this programme different

Each participant builds the dashboard for their own department during the session
Prioritisation rules are tested against a reconstructed day of incoming flow
Interfaces with sales and logistics are practised through role-played trade-offs

Programme

1Organising Processing Flows

Making the flow visible

  • Map incoming requests and processing stages
  • Identify duplicate data entry and bottlenecks
  • Define prioritisation rules between files
  • Allocate customer portfolios within the team
  • Set lead-time commitments that can be met

2Tracking Activity

Few indicators but reliable ones

  • Select the volume, lead-time and quality indicators that are useful for management
  • Build a dashboard that reads clearly on one page
  • Secure the reliability of the data source
  • Analyse a variance before taking action
  • Share results with the team

3Handling Disputes and Sensitive Files

Never let a file go dormant

  • Qualify a dispute and set its level of handling
  • Organise the decision route and delegations
  • Draft a written response to a customer in dispute
  • Escalate recurring root causes to the departments concerned
  • Track files through to closure

4Absorbing Workload and Arbitrating

Anticipating peaks rather than enduring them

  • Anticipate predictable variations in workload
  • Size resources and organise multi-skilling
  • Decide priorities during periods of saturation
  • Negotiate trade-offs with sales and logistics
  • Report pressure points to senior management

Who is it for

Customer service managers · order management managers · supervisors and coordinators responsible for the operational management of order and request processing.

Prerequisites

Holding a management or coordination responsibility within a customer service or order management function

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.