Oversees the researching of customers, analysing sales and operational databases, and processing customer and sales information. Develops operational policies and procedures, ensures resources and time are allocated to meet requirements, and informs leaders and sales of requirements and customer status.
What are you going to do?
Supervises staff to include recruiting, hiring, training and developing staff and outlining and addressing performance.
Ensures resources and time is allocated to meet operational demand, adjusts timelines and expectations when required, and seeks additional resources or informs management when critical.
Serves as a contact for escalated customer needs, leverages internal and external resources to identify resolution and works to ensure implementation.
Informs managers and leadership of the status of critical and sensitive customers or operational concerns.
Reviews on going reports, audits information and conducts assessments of customer information, work in progress, completed accounts and related information to ensure accuracy and reduce rework.
Oversees or works to qualify leads, generate customer interest, promoting awareness and develop new leads; applies account development and market strategies.
Oversees or analyzes and maintains operational and customer databases, develops reports and queries to identify outstanding opportunities and follows-up to secure, and ensures accuracy of tariffs, terms, quotes, pricing, and related activity or profiles.
Prepares research and information to respond to customer requests or proposals, prepares quotes, reports, and other information as required.
Reviews final information and documents as necessary to ensure a smooth transition between departments for customer set-up.
Processes complex or sensitive information from key or critical customers.
Develops quotes, proposals or presentations for customers for management approval; tends to be more complex and assists with presentation as required.
Meets with staff to identify potential concerns and delays and works to prioritize and resolve.
Oversees and ensures communication with sales and operations to prioritize potential customers, resolve escalated requirements, and ensure customer interaction.
Oversees the transition of new business to operations, which includes coordinating communications, ensuring critical milestones are outlined and assisting with resolving internal questions or concerns.
Ensures compliance with company policies and procedures and applicable laws, rules and regulations.
Assists with developing the team budget, approves expenses under span of control, and monitors the budget.
What are we looking for?
Education
Bachelor’s Degree in Business Administration or a related field, or equivalent education and experience.
Experience
Typically, at least two years of professional levels sales or related operational experience.
Prior supervisory experience is preferred.
Knowledge/Skills/Abilities
Ability to allocate work assignments and/or tasks responsibilities to others to maximize the organization’s and the individual’s effectiveness.
Sales and customer service principles and practices.
Ensuring compliance with policies and procedures.
Identifying and resolving sales and process delays.
Basic understanding of business financial principles including P & L’s, budgets, payroll, financial reporting and expense control.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from management, employees and customers.
Analyze complex problems and develops alternative solutions.
Effectively participates in and /or supervises department projects related to assigned area of responsibility.
Uses appropriate methods and a flexible interpersonal style to help build a cohesive team and facilitate the completion of team goals.
Experience with systems that manage multiple channels of customer interaction (e.g. Voice, Email, Chat).
Intermediate proficiency in Microsoft Office, including but not limited to: Excel, Word, Lync and SharePoint.
Good proficiency with web-based and job specific software applications.
Travel Requirements: Travel is typically not required.
