Role design and job descriptions for Sanitaryware showrooms: clear handovers from quote to fitting
A bathroom order passes from adviser to billing, godown, driver and fitter. Where roles are vague, items are missed, blame is passed round and the customer is the one who feels it.
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Share your requirementsWhy role design and job descriptions matters in sanitaryware showrooms
In many showrooms, one person quotes, bills, follows up deliveries and answers complaints on busy days. The owner calls it flexibility. It also means that when that person is absent nobody knows what was promised, and a closet is delivered without the matching seat cover.
Clear roles do not mean rigid ones. A one-page description for each position sets out what it owns, what it hands over and to whom. Handovers become checkable: the quotation is checked by billing, the picking list by the godown, and the delivery slip by the driver and fitter together.
How to set it up
1. Trace one order from enquiry to fitting
Take a recent bathroom order and list each person who touched it and what they did. Note where a promise was made and where it was forgotten.
2. Write a role page for each position
Adviser, billing, godown keeper, driver, fitter and branch manager each get a page of what they own, what they hand over and who they ask.
3. Define the handover points
Quote to billing, billing to godown, godown to delivery, delivery to fitting. At each point, name the document or message that passes across.
4. Separate selling from complaint handling
Give after-sales a named coordinator, even part-time, so advisers can keep selling while a complaint is followed through.
5. Check roles against real days
Run a busy Saturday with the new pages and see where they break. Adjust and then share them in a short team meeting.
Check these first
Before changing anything, find out what is true today. These take an afternoon and use your own records.
- Ask two staff members what they think the other person in the same role is responsible for and compare answers.
- Count orders last month with a missing item or wrong fitting and trace the handover where it went wrong.
- Check whether there is one named person for complaints.
- Look at whether any one person is the only one who can bill, quote or pass a delivery.
GullyHR can do this with you. Read how we approach role design and job descriptions in general, or share your requirements and we will tell you where to start.
Questions owners ask
Yes, though short. One page per role is enough. It helps new staff, settles arguments and shows who covers when someone is away.
Name a main role for each person and list the second duty beside it. Make sure at least two people can cover each important duty so the showroom does not depend on one.
If they work for you regularly, yes. Describe the tasks, standard, reporting and what happens after a complaint. Confirm engagement rules with a qualified professional.