Manager, Order Management & Sales Support

Overview

SNAP-ON BUSINESS SOLUTIONS 

RICHFIELD, OH

HOURS - MONDAY - FRIDAY 8A - 5PM IN OFFICE

Work directly and daily with VP Sales & Customer Support.  Manages and leads Sales Support, Customer Support and Order Management Teams. Provides leadership in a fast paced environment. Work directly with Finance, Product, Marketing and Sales teams to make critical decisions in the roll out of new products and processes to meet financial goals. Provide direction to team members in order to successfully meet organizational goals. Participate in business review and planning efforts to find ways to enhance the operations for strategic growth.

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.
• Provide leadership in a fast-paced environment, working directly with Leadership, Finance, Marketing, Product and Sales teams to make critical decisions in the roll out of new  products and processes to meet business objectives.
• Lead, mentor and develop team members.
• Participate in business review and planning efforts to find ways to enhance the operations for strategic growth.
• 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.
• Manage annual Direct Sales Compensation process, working with Finance.
• Provide direction to all teams to create collaboration and continuous improvement.
• Create synergies between all SBS departments.
• Create synergies between RS&I businesses (M1, DFX) to identify upsell opportunities.
• Participate in Marketing campaign prioritization and review.
• 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
  • Ability 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
  • Must possess a positive attitude, enthusiasm, initiative, sense of urgency, self-motivation and must be a complete team player.
  • Ability to handle multiple and changing priorities in a fast paced environment
  • Must be willing to work overtime where required
  • Able to travel as needed

  Actual compensation may vary based on experience, location, and other factors.