Role Overview
The Sales Operations Manager plays a pivotal role in supporting Ergoworks commercial growth by ensuring seamless execution across sales operations, order fulfilment, inventory control, fleet management, and workflow efficiency.
This role acts as the bridge between sales, operations, logistics, and finance, ensuring that sales initiatives are operationally supported, costs are controlled, and customer delivery standards are consistently met.
Key Responsibilities
1. Sales Operations Support
- Partner closely with the Head of Sales & Marketing to support sales execution, promotions, and sales campaigns.
- Oversee end-to-end sales order processing, system and processes from order confirmation to delivery and invoicing.
- Ensure accuracy of pricing, discounts, and sales documentation.
- Provide sales reporting, forecasts, and operational insights to Directors.
2. Order Fulfilment & Customer Delivery
- Manage and optimise the order fulfilment process to ensure timely and accurate deliveries.
- Coordinate with warehouse, logistics partners, delivery and installation teams.
- Resolve fulfilment issues, delivery delays, and customer escalations efficiently.
- Maintain high customer satisfaction standards for B2C and B2B clients.
3. Inventory Management
- Oversee inventory planning, stock control, and replenishment.
- Maintain healthy inventory turnover while preventing stock-outs or overstocking.
- Implement inventory tracking, ageing analysis, and stock accuracy controls.
- Work with finance on inventory valuation and cost control.
4. Fleet & Logistics Management
- Manage company fleet (vehicles, scheduling, maintenance, and compliance).
- Optimise delivery routes, manpower deployment, and fleet utilisation.
- Monitor logistics costs and identify efficiency improvements.
- Ensure compliance with safety, regulatory, and operational standards.
5. After-Sales Service & Customer Service
- Oversee after-sales support, including installation issues, warranty claims, servicing, repairs, returns, and exchanges.
- Ensur timely resolution of customer issues and complaints in line with service terms.
- Act as the escalation point for complex or high-value customer cases.
- Work closely with sale teams to ensure smooth handover from sales to after-sales.
- Analyse customer feedback, service data, and recurring issues to drive continuous improvement.
- Maintain service quality standards that protect brand reputation and customer loyalty.
6. Workflow & Process Efficiency
- Review, streamline, and improve sales and operational workflows.
- Implement SOPs, system and process improvements, and basic automation where applicable.
- Drive cross-department collaboration between sales, operations, warehouse, and finance.
- Identify bottlenecks and recommend scalable solutions to support growth.
7. Team & Stakeholder Management
- Supervise and guide operations, logistics, or sales support staff.
- Align operational execution with management and business objectives.
- Prepare regular operational performance reports for Directors.
Requirements
- Diploma / Degree in Business, Operations Management, Supply Chain, or related field
- 2 - 3 years experience in sales operations, operations management, or supply chain
- Experience in retail, furniture, lifestyle, or distribution businesses preferred
- Strong understanding of order fulfilment, inventory, and logistics operations.
- Hands-on, structured, and process-driven mindset
- Strong coordination and stakeholder management skills
- Proficient in inventory systems and Excel
- Able to work in a fast-paced SME environment
