Position Summary:The Director of Sales Operations is responsible for leading and optimizing the sales operations' function, with a strong focus on Inside Sales, Customer Service and Sales Funnel Management. The Director will be responsible for the CRM system team, overseeing administration and ensuring data integrity to facilitate accurate sales forecasting and reporting.
Key responsibilities include developing and implementing inside sales processes, collaborating with the sales team to enhance customer engagement, and leveraging analytics to drive performance improvements. The Director will also work closely with other departments to continuously improve our customer service performance and metrics. Strong leadership, analytical skills, and a comprehensive understanding of sales and customer service dynamics are essential for success in this role. The role will also need a strong people leader who is effective in managing a global team with more than 70 members.
Salary Range: $160,000 - $240,000 per year
Job Functions: - Direct and oversee all aspects of the customer service policies, objectives, and initiatives.
- Implement systems to capture and report on service metrics, including any customer feedback or trends in product or service issues.
- Align customer service activities and initiatives to support and enhance the objectives of the organization.
- Oversee the opportunity funnel and opportunity management and works closely with outside sales management to help them close business.
- Develop policies and metrics around the company's CRM and Opportunity Management System to streamline our effectiveness and way of working with our sales force.
- Manage customers' forecasted demand and order activity, leads team to work with Production Control, Material Planning and Management to support 100% on-time delivery.
- Manage the team's review of opportunities and customer contact reports for awareness and needed action.
- Partner with Mini-Circuits area Representative to support existing customers, build new business and develop new customer accounts, including participating in customer calls as needed, follow-up on resulting action items through closure to customer satisfaction
- Annual review of department procedures, and updating as needed to current practice
Other Job Duties: - Monitor workload Inside Sales Teams to ensure prompt attention to customer requests for information, quotes and orders; Meet with direct reports regularly to review customer activity, new issues requiring support, implementation of new procedures, etc.
- Review open Opportunity files to monitor performance and support Inside Sales review daily delayed reports for prompt conversion of orders and quotes; provide support for resolution of open issues and guidance as needed
- Monitor compliance of internal teams for all commitments to assigned customers (e.g. response times; lead time commitments; buffer stock agreements, etc)
- Hold meetings with direct reports to review customer activity; new issues requiring support; implementation of new procedures, etc.
- Conduct performance reviews collecting and documenting both good comments and negative inputs, evaluating performance data for continual improvement and training requirements
- Training & Development: Developing and implementing sales training programs to improve the skills and capabilities of the sales team
- Forecasting & Budgeting: Collaborating with sales leadership to create accurate sales forecasts and budgets for the sales department
Qualifications: - Bachelor's Degree in a business-related field of study - technical background a plus
- 5-10 years' experience in a sales operations related position
- 5 years' experience in a leadership, training or mentorship role (extracurricular roles accepted)
- Strategic thinking and long-term planning capabilities
- Proficiency in sales forecasting and budgeting
- Deep knowledge of sales processes, CRM systems (Salesforce) and sales operations
- Experience with Salesforce preferred
- Experience with RF Semiconductor industry preferred
- Proficiency in MS Office (Word, Excel, PowerPoint)
- Experience with SAP ERP
- Able to travel ~20% for customer visits and participation in rep seminars and trade shows
Behavioral Competencies: - Strong leadership and team management skills to manage a 70+ member team
- Excellent analytical and data interpretation skills
- Customer focused personality
- A sense of urgency and speed
- Positive attitude
- Team player
- Organized and detail-oriented
- Excellent written and verbal communication skills
- Strong presentations skills
- Cultural fit with MC
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to operate a computer keyboard. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Cultural Focus- Displays enthusiasm and Passion for their work.
- Works to the standard of Uncompromising Quality by meeting or exceeding stated objectives and embracing continuous improvement.
- Exercises sound Business Judgement, ensuring that efforts are on track with the Company's goals.
- Operates with the mindset of Customer Obsession - by meeting or exceeding expectations to both internal and external customers.
- Takes Accountability by taking ownership and accepting responsibility for their conduct and contributions.
- Demonstrates a strong sense of urgency and accomplishes tasks with Speed and attention to detail.
- Cooperates, collaborates and contributes to shared goals with a strong sense of Teamwork.
- Conducts themselves with Honesty & Integrity and treats all members with Trust & Respect.
Additional Requirements/Skills - Must be a U.S. citizen or Permanent Resident
- Comply, understand, and support corporate safety initiatives to ensure a safe work environment
- Ability and willingness to abide by Company's Code of Conduct
- Occasional travel, some overnight, as required (~20%)
Benefits:- We offer a comprehensive package of benefits including [paid time off, medical/dental/vision insurance and 401(k)] to eligible employees.
- Comprehensive Medica, Dental and Vision Plans
- 401k and Profit -Sharing Programs
- Disability Insurance
- Life Insurance
- Employer-Sponsored Wellness Plans
- Commuter Benefits
- Hospital & Accident Indemnity Insurance
- Employee Benefit Advocate & Employee Assistance Program.
Disclaimer: The listed qualifications and requirements for each position are intended as guidelines. Mini-Circuits reserves the right to hire outside of these guidelines at Management's discretion.
