Job Description

Sales Operations Manager

SUMMARY OF RESPONSIBILITIES

The Sales Operations Manager will contribute to the NewBasis vision of excellence by supporting our distributors and end-users in delivering excellent customer service by ensuring the accuracy and integrity of customer orders. The role is responsible for managing the order lifecycle from the quote process, to order entry into Syspro, to overseeing the delivery lead times and shipping process. The manager will work on important and complex customer service tasks with a high level of interaction with customers, the sales team, and operations, while effectively liaising with contacts across the organization with a high degree of professionalism.

The Sales Operations Manager will oversee a team of customer service representatives to ensure a best-in-class customer experience through the sales order life cycle.

Sales Operations Manager will perform the following duties:

Manage the complete sales order lifecycle.
Work as a liaison between Engineering, Marketing, Field Sales, and NewBasis customers regarding product requirements, application questions, and potential issue.
Serve as the primary point of contact for sales representatives in assigned territory (s), including building relationships and managing issues from beginning to endDirect the daily operation of the customer service team to ensure prompt service with our various stakeholders.

Responsible for following all procedures while applying the profit matrix to all quotes and orders.

Review quotation requests promptly, secure competitive feedback as available, and submit quotation requests to regionals and the VP of Sales for comments if applicable.
Review purchase orders to ensure requirements are adequately defined and documented, that differences are resolved before order entry, and that NewBasis production can meet contractual requirements.
Maintain customer service procedures pertinent to the daily activities within the department.
Manage the EDI process from the initial transmission to shipping activity, input manual orders, credit check and coordinating until invoicing.
Provide information and analysis to support commercial activities (sales order updates & forecasting processes).
Participate in customer meetings & communication where appropriate.
Coordinate resolution of customer complaints, warranty replacements, returned goods, and discrepancies.
Provide post-shipping support and be responsible for shortages, overages and other claim investigations.
Maintain customer records.
Perform other duties as assigned by management.

KNOWLEDGE, SKILLS & ABILITIES

A minimum of 2 plus years experience in the construction of building materials sector.
Demonstrates the ability to learn, grow, and effectively handle ambiguity and change.
Strong bias toward action and self-driven.
Ability to work independently with minimal supervision.
Excellent presentation and communication skills.
Very high computer IQ with proficiency in Microsoft Office with SYSPRO highly desirable.
Travel 10-20% to maintain relationships with contractors, distributors, and specifiers

REPORTING RELATIONSHIPS

Reports directly to VP of Sales

EDUCATION & TRAINING