Job Summary
• This role is responsible for utilizing deep product knowledge to handle post-sales order transactions and generate reports with strategic sales-related insights. The role supports the sales team in administrative tasks, preparing sales material, etc. while providing guidance to lower-level coordinators. The role collaborates with internal teams to ensure quality across processes for exceptional sales support.
Responsibilities
• Compiles, reviews, and analyzes reports detailing performance indicators, sales trends, and other sales-related data to generate strategic insights for decision-making.
• Supports day-to-day post-sales order transactions, including reporting and resolution of basic issues, while handling complex customer accounts.
• Demonstrates expertise in resolving highly complex customer issues and proactively supports external-facing customer service representatives in delivering exceptional customer service.
• Performs in-depth data analysis to identify trends, opportunities, and potential issues in sales data, customer orders, and post-sales processes.
• Develops an expert-level understanding of the company's products and services to assist both internal teams and customers with inquiries and complex issues.
• Collaborates with other departments and support groups to resolve routine to moderately complex issues, fostering effective teamwork and innovative solutions.
• Handles highly complex open order (backlog) issues by working closely with supply chain or factory teams to identify delay sources, communicating status updates, and guiding junior team members in resolving escalated issues.
• Utilizes specialized knowledge to ensure the resolution of order management issues across all product lines.
• Provides leadership and guidance to lower-level support coordinators, offering training, mentoring, and support to help them excel in their roles.
• Monitors quality assurance processes to ensure that all sales support activities meet established standards and exceed customer expectations.
Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience, preferably in customer support, sales operations, sales support, people management, or a related field.
Preferred Certifications
• Certified Sales Operations Professional (CSOP)
Knowledge & Skills
• Account Management
• Accounting
• Billing
• Customer Inquiries
• Customer Relationship Management
• Data Entry
• Digital Transformation
• Finance
• Invoicing
• Marketing
• Merchandise Exchanges
• Merchandise Returns
• Order Management
• Order Management Systems
• Order Processing
• Purchasing
• SAP Applications
• Selling Techniques
• Supply Chain
• Upselling
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts multiple departments and leads large, cross-division functional teams or projects.
Complexity
• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.