Sales Operations Manager
2 weeks ago
The Sales Operations Manager will play a crucial role in driving business growth by ensuring seamless order management, contract adherence, and sales performance analysis. This position requires a strong understanding of sales support processes, demand planning, and team leadership.
Main Responsibilities- Sales Support:
- Process, track, and fulfill customer orders throughout the entire order lifecycle, ensuring customer satisfaction.
- Contract management to ensure smooth operations in line with contracts (prices, payment terms and deliveries, etc.)
- Analyze sales performance data to evaluate the effectiveness of sales strategies and initiatives.
- Identify key performance metrics and develop performance dashboards and reports to track progress against sales targets.
- Collaborate with sales representatives to address customer needs and support sales initiatives
- Provide regular insights and recommendations to senior management based on sales performance analysis.
- Drive cross-functional collaboration to align sales strategies with production, marketing, and finance goals.
- Coordination with supply chain, planning & logistics teams to answer customer enquiries, and provide on time delivery
- Lead the sales operations team in addressing inquiries, issues, and escalations promptly and professionally.
- Conduct risk assessments pertaining to evaluating contracts, identifying potential risks, and recommending mitigation strategies.
- Forecasting:
- Develop and implement demand planning processes to accurately forecast sales volumes and customer demand.
- Collaborate with sales, marketing, and production teams to ensure alignment of demand forecasts with production schedules and inventory levels.
- Monitor and analyze market trends, customer behavior, and sales data to identify opportunities for optimizing inventory levels.
- Evaluate inventory management processes and identify risks related to inventory shortages, excess inventory, and supply chain disruptions.
- Team Management:
- Develop training programs for sales support teams to enhance product knowledge and customer service skills.
- Provide leadership and guidance to the sales operations team, fostering a culture of collaboration, innovation, and continuous improvement.
- Set clear performance expectations and provide ongoing coaching and feedback to team members to drive performance excellence.
- Foster a positive and inclusive work environment that encourages teamwork, creativity, and professional development
- Performance Analysis and Reporting:
- 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).
- Monitor delivery schedules and address any delays or issues to minimize disruptions and maintain customer satisfaction.
- Operational Excellence:
- Implement initiatives to drive operational efficiency and improve customer satisfaction metrics.
- 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.
- Collaborate with production and supply chain teams to ensure timely delivery of products to meet customer demand
- Coordinate with group companies around the globe to ensure timely and efficient delivery of products (pertaining to import/export order) to customers.
- Customer Experience Enhancement:
- Initiate and lead initiatives aimed at improving the overall customer experience.
- Identify customer pain points to propose improvements.
- Streamline sales support processes and systems to improve efficiency and productivity.
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