Sales Operations Director

7 days ago

Cleveland, Ohio, United States Earnest Machine Full time
Job Title: Sales Operations Manager

Earnest Machine is seeking a highly motivated and experienced Sales Operations Manager to lead and oversee our customer service team. This role is pivotal in ensuring the efficiency and effectiveness of our sales operations while driving customer satisfaction and growth.

Key Responsibilities:
  • Customer Systems Integration: Enhance current technology suite to meet growing customer demand for seamless digital delivery of orders, actively develop fresh solutions to ensure Earnest Machine stays at the forefront of technological innovation, and enable sales account management to promote Earnest ability to partner with customers via technology-based solutions throughout the marketplace.
  • Customer Service Management: Oversee the customer service team to ensure high levels of customer satisfaction and quick resolution of customer issues, optimize current softwares to provide the best employee experience, develop and implement customer service policies, procedures, and standards to create the best customer service possible, and create systems that close out customer inquiries/needs/requests - each step of the process - in under 12 minutes.
  • Sales Metrics and Analytics: Define, track, and analyze key performance indicators (KPIs) to measure the effectiveness of sales operations, provide regular reports and insights to Sales leadership on sales performance, customer trends, and operational efficiencies, and utilize data to identify opportunities for improvement and optimize sales processes.
  • Customer Success and Retention: Develop and execute customer success strategies to maximize customer retention and satisfaction, work closely with the sales and marketing teams to identify growth opportunities and upsell/cross-sell potential, and implement customer retention programs and manage customer success initiatives to foster long-term relationships.
  • Training and Development: Create and manage comprehensive training programs for sales and customer service teams to enhance product knowledge, sales techniques, and customer service skills, identify training needs and develop materials to ensure the team is well-equipped to meet customer needs and achieve sales targets, and conduct regular training sessions and workshops to ensure continuous professional development.
  • Onboarding and Integration: Oversee the onboarding process for new hires in sales and customer service, ensuring a smooth transition and quick ramp-up, evolve current onboarding materials and training that align with company culture, sales strategies, and customer service standards, and work with HR and team leaders to facilitate successful integration of new team members.
  • Professional Development and Team Building: Foster a culture of continuous learning and professional growth within the sales and customer service teams, mentor and coach team members to develop their skills and advance their careers, and organize team-building activities and events to promote a positive and collaborative work environment.
  • Process Improvement and Optimization: Continuously evaluate and improve sales operations processes to enhance efficiency and productivity, implement best practices and tools to streamline workflows and reduce operational costs, ensure alignment between sales, customer service, and other departments to achieve business objectives, and work with leaders of other departments to optimize process hand offs, maximize efficiency, create flawless communication exchanges, and connect teams to align with our mission, vision, and values.

Requirements:

  • Proven experience (10+ years) in sales operations, customer service management, or a similar role.
  • 2-4 years of experience in Fastener industry.
  • Experience working with a high growth distribution organization with a track record of developing high-performing teams.
  • Excellent analytical and problem-solving abilities with experience in data-driven decision-making.
  • Exceptional communication and interpersonal skills, with the ability to influence and build relationships across all levels of the organization.
  • Proficiency in CRM software, sales analytics tools, and Microsoft Office Suite.
  • Ability to manage multiple projects and priorities in a fast-paced environment.
  • Strong customer focus and commitment to delivering excellent service.
  • Experience working with Microsoft Dynamics 365.

Earnest Machine is an Equal Opportunity Employer that offers a full benefits package including healthcare, dental, vision, life and disability insurance as well as an employer match 401k program. While we do have a flexible working environment, due to the nature of this role, it does require an in-person presence.

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