Manager, Order Management & Sales Support

Responsibilities

• Manages and assigns daily projects and direction to Sales Support, Customer Support, and Order Management teams.
• Create metrics and monitor performance against set objectives holding associates accountable for high quality and on time results.
• Manage and improve processes using Rapid Continuous Improvement (RCI) tools where applicable.
• Manage and track associate schedules to ensure constant coverage.
• Manage Configure Price Quote (CPQ) program supporting Sales, Order Management, and IT teams.
• Oversee ongoing projects and monthly reports produced by the Sales Support group.
• Manage monthly sales estimates based on order volume, Forecast and Plan.
• Resolve issues escalated to this position from internal and external customers.
• Manage annual Direct Sales Compensation process.
• Review and Approve sales compensation plans and exceptions.
• Review and Approve Order processing exceptions.
• Provide Direction to the Sales Support team on various sales reports as needed by management.
• Participate with Finance in creating the quarterly expense forecast submissions.
• Participate in key sales events, such as annual sales meeting, national sales calls, Parts and Service Clubs, OEM meetings and vendor shows.
• Process all departmental requisitions and check requests.
• Lead Operations team including Sales, Sales Support, Customer Support and Training Departments.
• Monitor Call level activity and daily call center metrics to ensure teams are meeting department KPI goals.
• Collect, analyze and report key performance data for sales and support operations performance reviews.
• Drive Sales engagement and process through HubSpot CRM review and reporting.
• Manage and review financial reports detailing expenses for Sales, Support and Operations departments.
• Manage Revenue forecast for Sales, Support and Training departments.
• Manage third party agreements, relationships and renewal cycles for business operational software and service solutions including Oracle CPQ, DocuSign, Avaya, CDK, TASKE, Avnet, HubSpot, ZenDesk, Five9s, OEMs

Qualifications

• Bachelor’s Degree in Finance or Business Administration preferred or other equivalent experience.
• Experience with Oracle/CPQ
• Strong computer skills especially in MS Office Suite (Outlook, Word, PowerPoint, and Excel)
• Strong planning and organizational skills
• Must be efficiency driven and proactive
• Proven experience handling highly confidential and sensitive information
• Able to interact in a professional manner with associates at all levels of the organization, external suppliers and SBS customers.
• Must be detail oriented and display good judgment in decision making
• Proven oral/written communication and interpersonal skills
• Ability to handle multiple and changing priorities in a fast paced environment
• Able to travel as needed