189 views

Sales Support Manager

Summary

Sales Support Manager manages the daily operations of the sales support function. Oversees the resource allocation and workflow of all support activities.

 

Key Responsibilities

• Provide through the sales support team a high level of service, by responding to all types of support tickets, coming from different sales and service channels, in timely and effective way.
• Develop and mature proper escalation processes to ensure free flowing escalation and information within the organization.
• Ensure proper documentation, notification, escalation, tracking, and follow up of all tickets.
• Review pending orders and specific customers requests to ensure excellent customer service and customer experience.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Effective management of sales support functions, with specific emphasis on reducing manual processes and driving automation to improve employee’s efficiency.
• Build, iterate on and standardize business processes, systems and metrics for scale in order to drive new business processes.
• Participate in the analysis of daily, weekly and monthly activity reports and identify opportunities to optimize the teams performance and the level of operational efficiency in general.
• Mentoring the team, providing training, and conducting performance evaluations.
• Schedule employees working times and provide backup support.
• Provide data and reporting of KPIs and trends to Management and others in ad-hoc, weekly, monthly and as needed.
• Work to make sales operation the single source of service delivery and support channel for all Sales and service Channels.
• Develop the unit to improve services and requests.
• Ensure support of all the departments any time needed.
• Ensure accurate and immediate responses to any request.
• Perform other related duties as assigned.

 

Competencies

Experience with ERP and CRM systems.

•  Proficiency with MS Office Suite, particularly MS Excel.
•  In-depth understanding of sales principles and customer service practices.
•  Excellent communication skills.
•  Analytical and multitasking skills.
•  Teamwork and motivational skills.

 

Work Experience

5-10 years of work experience in relevant field.

 

Education

Bachelor in Business, Computer Science or Information Technology.

 

Language

• Arabic (preferred)
• Kurdish (preferred)
• English (required)