Sales support:

• Order Management: Process, track, and fulfill customer orders throughout the entire order lifecycle, ensuring customer satisfaction.
• Contract management to ensure smooth operations in line with contracts (prices, payment terms and deliveries, etc.)
• Analyze sales performance data to evaluate the effectiveness of sales strategies and initiatives.
• Identify key performance metrics and develop performance dashboards and reports to track progress against sales targets.
• Collaborate with sales representatives to address customer needs and support sales initiatives
• Provide regular insights and recommendations to senior management based on sales performance analysis.
• Drive cross-functional collaboration to align sales strategies with production, marketing, and finance goals.
• Coordination with supply chain, planning & logistics teams to answer customer enquiries, and provide on time delivery
• Lead the sales operations team in addressing inquiries, issues, and escalations promptly and professionally.
• Conduct risk assessments pertaining to evaluating contracts, identifying potential risks, and recommending mitigation strategies.

Forecast:

• Develop and implement demand planning processes to accurately forecast sales volumes and customer demand.
• Collaborate with sales, marketing, and production teams to ensure alignment of demand forecasts with production schedules and inventory levels.
• Monitor and analyze market trends, customer behavior, and sales data to identify opportunities for optimizing inventory levels.
• Evaluate inventory management processes and identify risks related to inventory shortages, excess inventory, and supply chain disruptions.

Team Management:

• Develop training programs for sales support teams to enhance product knowledge and customer service skills.
• Provide leadership and guidance to the sales operations team, fostering a culture of collaboration, innovation, and continuous improvement.
• Set clear performance expectations and provide ongoing coaching and feedback to team members to drive performance excellence.
• Foster a positive and inclusive work environment that encourages teamwork, creativity, and professional development

Performance Analysis and Reporting:

• Monitor and analyze sales performance indicators (Sales vs Forecast & Budget)
• Track and analyze customer service metrics (Customer Service Level, Lead Time, Customer Satisfaction, resolution time).
• Monitor delivery schedules and address any delays or issues to minimize disruptions and maintain customer satisfaction.

Operation excellence: 

• Implement initiatives to drive operational efficiency and improve customer satisfaction metrics.
• Ensure adherence to processes, especially with IT systems (ERP/CRM)
• Work on continuous improvement to streamline processes.
• Analyze recurring problems and implement solutions to prevent future issues.
• Collaborate with production and supply chain teams to ensure timely delivery of products to meet customer demand
• Coordinate with group companies around the globe to ensure timely and efficient delivery of products (pertaining to import/export order) to customers.

Customer Experience Enhancement:

• Initiate and lead initiatives aimed at improving the overall customer experience.
• Identify customer pain points to propose improvements.
• Streamline sales support processes and systems to improve efficiency and productivity.