Responsibilities:
Strategic Sales & Customer Service Operations
- Lead the end-to-end sales support process, ensuring seamless alignment with commercial objectives and customer satisfaction targets.
- Drive improvements in order processing efficiency, customer communications, and fulfilment strategies.
- Partner with Sales, Marketing, Logistics, and Supply Chain to streamline customer engagement and enhance operational agility.
- Provide mentorship and guidance to junior sales coordinators or customer service staff where applicable.
Business Process & System Enhancement
- Identify gaps and recommend enhancements in existing order management, sales coordination, and reporting processes.
- Act as a key user for ERP and CRM platforms (e.g., SAP B1 and Salesforce), championing digital transformation initiatives.
- Support the implementation of new sales models or cross-border fulfilment strategies, especially involving international suppliers.
Customer Relationship & Stakeholder Management
- Serve as an escalation point for complex customer issues, working cross-functionally to ensure prompt and satisfactory resolution.
- Develop and maintain strong, long-term relationships with key customers, suppliers, and business partners.
- Coordinate with regional teams to ensure consistency in customer experience across markets.
Sales Reporting & Data Analysis
- Oversee the preparation of sales dashboards and performance reports to provide insights for management and commercial teams.
- Analyse customer buying patterns, stock movements, and sales trends to support decision-making and revenue growth.
- Support forecasting and budgeting efforts in collaboration with Sales and Finance.
Inventory Optimization & Demand Planning
- Monitor inventory health, manage allocation strategies, and support initiatives to reduce excess or obsolete stock.
- Collaborate with Procurement and Sales to improve forecasting accuracy and inventory turnover.
Compliance & Operational Excellence
- Ensure alignment with ISO procedures, internal controls, and audit requirements.
- Lead or participate in continuous improvement projects across the sales operations function.
Job Requirement:
- Bachelors degree in Business Administration, Sales, Marketing, Supply Chain, or related field.
- At least 5-7 years of progressive experience in sales operations, customer service, or order management, including regional exposure.
- Proven track record of process improvements and stakeholder engagement across departments and cultures.
- Familiarity with ERP and CRM systems (e.g., SAP B1, Salesforce) is essential.
- Experience coordinating with international factories or managing drop shipments is highly advantageous.
- Prior leadership or team supervision experience is preferred.
- Leadership & People Development:Ability to lead initiatives, mentor team members, and contribute to a high-performance culture.
- Strategic Thinking:Able to translate operational data into actionable business insights.
- Stakeholder Engagement:Strong interpersonal and communication skills with internal and external stakeholders across regions.
- Analytical Acumen:Competent in analyzing sales data, customer behavior, and inventory metrics.
- Process Orientation:Detail-oriented with a continuous improvement mindset to enhance sales operations.
