The Sales Operations Supervisor is responsible for leading the Sales Operations team to provide key administrative support to the Sales team whilst ensuring a first-class customer experience. Sales Operations is about supporting and enabling frontline sales teams to sell more efficiently and effectively. The role will be working Monday to Friday within a hybrid model (3 days in the office and 2 days at home).
The role will suit an individual who has a bias toward action and continuous improvement, exceptional communication skills and will know how to balance getting the details right while working in a fast-paced environment. The role will include working with people across the business to play an important role across the sales pipeline from prospect to order execution and delivery.
JOB DUTIES
* Coach, develop and support the Sales Operations team to deliver exceptional customer service against targeted KPI's
* Manage hiring, training, and mentoring of employees to ensure a positive experience.
* Ensure all customer orders are processed same day, through effective team time management.
* Keep customers updated on outstanding orders and lead times.
* Structure the team to align with the specific service requirements of the Key Accounts and Desk based account teams, through close collaboration with the other supervisors.
* Facilitate and execute inter-company and export orders, plus provide first line web support.
* Lead employees to exceed the organisation's expectations for productivity, quality, continuous improvement, and goal accomplishment.
* Lead ongoing professional development for the team
* Foster an environment of teamwork that promotes the appreciation of diversity as well as cohesiveness and support and work effectively together to enable employees to succeed.
* Perform Periodic Performance Reviews and Annual Compensation Planning
* Drive Salesforce effectiveness
* Handle and resolve customer escalations
* Attend ADI Sales Management Team and customer meetings as required
* Work with all ADI departments and vendors to strengthen ADI market presence
* Direct customers to the correct teams for technical support & account queries
* Upsell through attachments and complete solution orders
* Support new business onboarding and revenue generation
* Manage customer expectation and communicate with customer to resolve issues, complaints and invoice queries
* Process customer orders and quotes in SAP to specific SLA’s and customer requirement
* Ensuring ‘right first time, every time’ wherever possible against each order / quote / process
* Optimise available technology to increase efficiency and accuracy
YOU MUST HAVE
* Proven sales/operations/customer service experience in a similar position, ideally from B2B product distribution background (ideally trade, electronics, security products)
* PC literate with a good working knowledge of Microsoft 365 and Excel, excellent knowledge of SAP and Sales Force (desirable)
* Strong experience in decision making, determined and result driven mindset, ability to quickly resolve issues and identify creative solutions
* Strong commercial acumen and ability to work in a fast-moving environment
* Excellent communication skills, with the ability to engage and influence at all levels
* Willingness to find and adapt new ways of working, to enhance the customer experience and alleviate the sales teams of administrative tasks
WE VALUE
* Experience managing and leading a team
* Positive “Can Do” attitude with the ability to self-motivate and motivate others
* Ability to support and drive marketing initiatives and contribute to new opportunities to build sales and profit.
* Clear understanding of excellence in customer service and be able to exceed this at all times
* Excellent Team Player
* Attention to detail: correct transposing of data is vital in this department
* Ability to handle processing end to end
* Strong SAP or similar ERP experience
WHAT'S IN IT FOR YOU
* Competitive salary package with market leading commission
* Hybrid working environment
* Opportunity to progress within a global business
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