This Manager-Sales Operations role will be responsible for service delivery management and transformation of Customer Service & Sales Support function. The ideal candidate will be a proactive, deadline-driven task manager with an eye for process improvement and a passion for delivering exceptional customer service.
Requirements
- Oversee the end-to-end Customer Service & sales order process
- Collaborate with sales, logistics, and finance teams
- Monitor order volumes and identify bottlenecks
- Develop and enforce standard operating procedures
- Ensure service delivery excellence across global teams
- Manage budgets and optimize resource allocation
- Own the strategy for managing customer claims
- Develop and implement policies to streamline the claims resolution process
- Monitor team performance and resolve customer issues
- Act as an escalation point for complex customer issues
- Ensure that the team is offering expert financial guidance and consistent communication to clients
- Develop and implement strategies for customer retention
- Collaborate on improving customer satisfaction and service offerings
- Lead process optimization initiatives across Customer Service & Sale functions
- Drive automation, AI and technology adoption within the order management and claims processes
- Design and execute change management strategies
- Provide regular reports and dashboards on team performance and customer satisfaction
- Analyze key customer success metrics to assess the health of the customer base
