Customer Escalation & Process Improvement Specialist

Top 3 Skills;

• Vendor Management

• Business Analysis

• Root Cause Analysis

Key Responsibilities:

Sales Operations & Enablement

• Support the end-to-end sales operations lifecycle, including pipeline management, forecasting, territory planning, and quota administration

• Partner with Sales, Marketing, Finance, and DA leadership to streamline processes and remove operational roadblocks

• Serve as a key point of contact for sales enablement tools, systems, and processes across the DA organization

• Assist in the development and execution of sales enablement programs, training materials, and onboarding resources to improve seller productivity and effectiveness

• Oversee call center customer service operations for assigned accounts

Data Analysis & Reporting

• Develop, maintain, and enhance dashboards, reports, and scorecards to provide actionable insights on sales performance, KPIs, Returns, and business trends

• Conduct deep-dive analyses to identify patterns, gaps, and opportunities within the sales funnel and revenue pipeline

• Translate complex data sets into clear, concise narratives and recommendations for senior leadership and stakeholders

• Monitor data integrity across CRM and related sales systems, ensuring accuracy and consistency of reporting

Process Improvement & Project Management

• Identify and lead continuous improvement initiatives that enhance the efficiency and scalability of sales operations processes

• Document standard operating procedures (SOPs) and best practices for key operational workflows

• Assist in managing cross-functional projects from initiation through completion, ensuring timely delivery and stakeholder alignment

• Support change management efforts related to system implementations, process redesigns, and organizational updates

• Identify and lead continuous improvement initiatives to reduce return

CRM & Systems Administration

• Manage and maintain CRM platforms (e.g., Salesforce) including data hygiene, user support, and process configuration

• Collaborate with IT and systems teams to evaluate, implement, and optimize sales technology solutions

• Provide end-user training and support for sales tools and platforms

Stakeholder Collaboration & Communication

• Act as a liaison between the DA Sales team and internal operations, finance, Logistics and analytics functions

• Prepare and present operational updates, business reviews, and performance summaries to leadership

• Build strong working relationships with stakeholders at all levels of the organization to ensure alignment and effective execution

Required Qualifications

• Bachelor''s degree in Business Administration, Business Operations, or a related field (Master''s degree a plus)

• 5+ years of experience in Sales Operations, Business Operations, or a related analytical/operations role

• Strong proficiency in CRM platforms (Salesforce preferred) and sales enablement tools

• Advanced skills in Microsoft Excel and/or Google Sheets (pivot tables, VLOOKUP, complex formulas)

• Demonstrated ability to manage and analyze large datasets and translate findings into actionable business insights

• 3+ Years Call center operations experience

• Proven project management skills with the ability to prioritize and manage multiple initiatives simultaneously

• Strong written and verbal communication skills with the ability to present to executive audiences

Preferred Qualifications

• Experience working within a Decision Analytics, Data & Analytics, or Technology-driven organization

• Familiarity with SQL or other data querying languages

• Familiarity with data visualization tools such as Tableau, Power BI, or Looker

• Experience supporting sales and contact center operations

• Prior experience in a contractor or consulting capacity supporting large-scale enterprise organizations

• Familiarity with Agile or project management methodologies (e.g., Jira, Zendesk)

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