Sales Operations Specialist

About the role

Enerpac Tool Group Corp. is a premier industrial tools, services, technology, and solutions provider serving a broad and diverse set of customers in more than 100 countries. The Company makes complex, often hazardous jobs possible safely and efficiently. The Sales Operations Specialist supports an assigned sales region in the United States and is responsible for direct customer support and advanced order issue resolution, including pricing, order expediting, delivery issues, credits, and customer returns. This role is a core member of the channel and regional field sales team, working collaboratively with distribution partners, field sales members, channel leaders, and the operations team to ensure optimum customer experience and satisfaction.

Work Schedule: Monday – Friday; evenings and weekends may be required. Location: In-office Monday – Thursday, Friday optional work-from-home at 199 Gateway Dr. Columbus, WI 53925.

Responsibilities

• Become an expert in Oracle ERP system for commercial functions, including order management troubleshooting, product information, availability, customer account data, and bill-to/ship-to location data.
• Investigate and resolve customer complaints or escalations related to order processing, pricing, invoices, additional charges, and shipments, including working with shipping carriers to troubleshoot or re-route shipments.
• Build collaborative relationships with operations, supply chain, and product teams to resolve ordering delays, research temporary product deactivations, and expedite long-lead time items to meet customer timelines.
• Process customer credits and debits, including requests for Inventory Stock Return adjustments, pricing errors, item shortages, or overage shipments.
• Provide accurate product model information, pricing, availability, payment terms, and shipment terms to assigned distributors upon request.
• Support pricing for price-upon-request items or special pricing requests, including approvals per delegation of authority matrix and quote generation.
• Maintain knowledge of current product pricing policies and learn new product information as required.
• Answer customer inquiries in a timely manner via phone and email, executing case management within Salesforce.
• Attend and participate in regional sales team internal calls and meetings.

Requirements

• Associate degree in business, sales, or a similar field (Bachelor’s degree preferred); or 5+ years of experience in Sales, Sales Support, or Customer Service; or equivalent combination of education and experience.
• Previous experience with Enerpac and Oracle is preferred.
• Highly technical with demonstrated ability to use or learn Oracle, Microsoft Office products, and Salesforce. Advanced MS Excel skills are a plus.
• Results-oriented, self-motivated, and able to work in a team environment.
• Ability to multi-task and adapt to schedule changes.
• Strong organizational skills and attention to detail.
• Exceptional phone, email, and interpersonal skills with the ability to communicate effectively with a diverse group of business partners, including customers, executives, management, co-workers, vendors, and suppliers.
• Ability to build relationships and influence cross-functional teams to drive action from operations, supply chain, product, and sales teams.

Physical Demands

• Lift documents/work materials up to 30 pounds and tools up to 100 pounds.
• Walk/climb to various work locations, including occasional travel by air/auto to remote sites, ascending/descending ladders, stairs, scaffolding, ramps, or poles.
• Listen, understand, and communicate with team members in person, telephonically, and electronically.
• Work in front of a personal computer and telephone for extended periods, involving repetitive motions of the wrists, hands, and/or fingers.

Work Environment

• Primary work environment is a temperature-controlled office or warehouse, with potential visits to customer sites requiring adherence to safety protocols.
• May be exposed to high/low temperatures, outdoor elements, high noise levels, hazardous conditions, poor ventilation, small/enclosed spaces, or adverse environmental conditions.