Job Summary
• This role is responsible for providing comprehensive support for post-sales transactions, preparing and maintaining sales reports, and resolving moderately complex customer issues. The role addresses complex order-related issues and ensures efficient sales data entry. The role trains and onboards new sales team members and mentors junior team members.
Responsibilities
• Provides day-to-day support for post-sales order transactions and reports customer issues to the appropriate role.
• Prepares and maintains sales reports, including sales forecasts, performance metrics, and sales pipelines.
• Helps in resolving moderately complex customer issues and proactively follows up to support external-facing customer service representatives.
• Addresses complex issues related to open orders (backlog), reaches out to supply chain or factory teams to identify delays, and effectively communicates status updates while escalating critical issues to higher levels.
• Enters sales data efficiently and promptly, ensuring accurate documentation and record maintenance to support overall sales operations.
• Communicates effectively with both internal teams and external customers to coordinate sales meetings, conference calls, and appointments ensuring seamless operations.
• Develops a strong understanding of the company's products or services to answer customer queries effectively.
• Assists in training and onboarding new sales team members, helping them understand sales processes and tools.
• Assists sales representatives in creating and maintaining sales presentations and materials.
• Provides mentorship and training to junior team members, sharing expertise, and facilitating their professional growth.
Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 6-8 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 department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
Complexity
• Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
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.