Sales Admin Specialist 5

 

The Sales Admin Specialist will be responsible for ensuring the end-to-end success of Service Sales Admin Operations including quote queue management, escalation, quality assurance and training.  Be well-versed in systems and tools, policies and processes.  Demonstrate success working and managing a team in a collaborative, service-oriented environment.

 

Key Tasks

 

Team Management

Manage a team of quoters, providing guidance and mentoring to the team. Address, manage and escalate incidents in a timely manner. Create a conducive, focused and team-oriented environment for team members. Work with local office committee and other team managers to ensure safe and collaborative environment for all colleagues.

 

Quote Management

Manage quote queue, quote turnaround and delivery within the defined SLA. Handle quote expedite requests and work with assigned resource till completion. Apply structured problem-solving and resolve escalations from customers, partners, distributors, and internal stakeholders effectively on priority.  Prepare dashboards for quote volume and escalation metrics.

 

Quality Management

Perform quote quality verification.  Responsible for quote errors fixing and rectification, Root Cause Analysis and develop improvement/prevention plan. Conduct quality improvement session with the team. Own and update process documentation Prepare QA dashboards.

 

New Hire Training

Develop training plan.  Conduct training for new hires and the team. Raise systems & tools access for new hires. Assist with business requirement document & process review. Perform system enhancement user acceptance tests.

 

Requirements

5+ years of work experience in service operations and maintenance renewal quoting.  5+ years of work experience in managing a team and successfully fostering teamwork, professionalism and collaboration.  Knowledge and hands-on experience in CRM systems (such as Salesforce and SAP) will be an added advantage. Good analytical skills.  Knowledge of Microsoft Office applications with proficiency in Microsoft Excel. Good verbal and written communication skills. Experience in working with cross-functional teams within and across the theatre. Good attention to details and strong documentation skills. Good team player and quick learner. Ability to handle multi-tasking and manage complex situation to achieve expected outcome, and perform under high stress and with tight timeline.