Sales Operations Manager
About this position
Responsibilities
• Order Management: Process, track, and fulfill customer orders throughout the entire order lifecycle, ensuring customer satisfaction.
• Coordination with supply chain, planning & logistics teams to answer customer enquiries, and provide on time delivery.
• Contract management to ensure smooth operations in line with contracts (prices, payment terms and deliveries, etc.)
• Conduct internal Audit on Sales Operations processes, develop, and implement new customer service policies and procedures across all affiliates.
• Ensure adherence to processes, especially with IT systems (ERP/CRM)
• Work on continuous improvement to streamline processes.
• Analyze recurring problems and implement solutions to prevent future issues.
• Initiate and lead initiatives aimed at improving the overall customer experience.
• Identify customer pain points to propose improvements.
• Supervise and lead a team of customer service executives.
• Monitor performance metrics and ensure team adherence to service standards.
• Monitor and analyze sales performance indicators (Sales vs Forecast & Budget)
• Track and analyze customer service metrics (Customer Service Level, Lead Time, Customer Satisfaction, resolution time).
• Review update and monitor sales forecasts.
• Update demand forecast to supply chain and track demand variation.
Requirements
• Customer-centric approach
• Excellent English skills
• Excellent communication skills
• Teamwork and motivational skills
• Exposure to international environment required
• In-depth understanding of sales principles and customer service practices
• Proficiency with MS Office Suite, particularly MS Excel. Power BI is a plus.
• Proven work experience as a Sales support specialist is a plus.
• Hands-on experience with ERP and CRM systems is a plus.
• Bachelor’s or Master's degree in Business field.
• 5-10 years of experiences in business operations
• Excellent Command of spoken & written English
• Excellent computer skills (Microsoft – Excel & Words).
• Good analytical and problem-solving skills.