Your role
As a US Sales Operations Manager, your mission is to oversee and lead the best in class support to US customers while adhering to Edwards Vacuum LLC commercial best practices & further the organizations sales & service objectives. The US Sales Operation Manager Manager is responsible for the oversight, planning and strategy related managing specified customers within the US geography & globally to improve customer relations and lead to increased revenue.
You will
- Responsible for personnel requirements for the Customer Care/Sales Operations Team, including recruiting, candidate selection, onboarding orientation, training coordination, account assignments, coaching and counseling employees.
- Responsible for communicating job expectations, planning, and monitoring job contribution.
- Motivates and provides on the job support to team members and conducts monthly 1:1 with each team member
- Performs performance appraisals: set objectives in Q1, review at 6 months, monitor / adjust / coach throughout the year. Perform annual review and determine increase in compensation as set by company guidelines
- Daily management of the US Customer Care/Sales Operations phone queues, customer portals and workload monitoring
- Attend weekly and Account Team open order book review with team members, sales and planners
- Attend Business Unit reviews with Sales Management Team
- Approves team timecards, expense reports and time off requests for Customer Care Coordinators
- Identify process issues and work with local BPI Team.
- Identifies training gaps and training needs
- Reviews KPI's with Service US Customer Care Management and cascades to the US Customer Care Team at monthly meeting
- Resolve customer complaints and or escalations
- Promotes quality customer interactions to ensure customer loyalty and revenue growth
- Implement change in policies and procedures
- Quarterly visits to US team members located outside of the Sanborn, NY office
- Responsible for key account cash collections
- Report and generate customer credits per specific customer contracts
- Knowledge of key account customer contracts
- Daily review/approval of CRM activities
- Business development achieving yearly goals of sales, revenue and profit, agreed with the Business Line Manager(s)
To succeed, you will need
Knowledge / Skills:- Ability to think stragically and lead a team
- Experience using complex ERP system environments (e.g., Oracle, SAP, CRM)
- Proven work experience in a lead customer service role
- Must possess the ability to effectively manage multiple tasks in a high workload environment
- Team player: ability to work co-operatively across multiple functions & territories
- Proficiency in Microsoft Office Suite
Experience: 5+ years work experience in customer service in a supervisory or lead capacity. International and highly automated environment is prefered.
Educational Requirements: Associate degree or equivalent experience.
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
In return, we offer
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
Job location
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our on-site at our Customer Center in Sanborn, New York
