Sales operations manager

Sales operations manager

Tasks:

Lead a team of administrators and specialists to handle and coordinate customer support processes in local sales units, from customer enquiry to product delivery to after-sales service, to realize a complete sales process and to meet and exceed customer expectations.

Strategy leadership - Creates, implements and reviews customer service strategy. Works together with Division, Business Unit and Country counterparts to make optimization plan for the local division to increase operational excellence and customer satisfaction in the sales process.

Performance targets - Ensures achievement of established targets, through oversight and definition of improvement actions as needed. Focuses on achievement of inventory turn on finished goods, requested on-time delivery and Net Promoter Score.

Order handling - Processes orders to ensure that customers receive accurate and timely delivery of products, and acts as first port of call to customers’ questions and orders. Builds long-term and sustainable customer relationships, and prioritizes the work according to the defined criteria, in order to ensure consistent customer satisfaction.

Customer support - Ensures the resolution of customer issues (e.g. order, technical, payment) by coordinating with Sales, Marketing, Product Marketing, Logistics and other internal and/or external teams. Coordinates resolution with after- sales service. Develops, implements, and maintains customer support processes. Participates in customer support related development projects (e.g. tools, competences, resources).

Purchasing - Purchases products from feeder factories according to sales plan and forecast. Ensures the right stock level on finished goods.

Logistics - Develops and manages logistics operations to effectively control inbound and outbound shipping of products to customers. Handles import and export matters. Manages warehouse. Ensures on time delivery based on customer’s request.

Assembly - Handles small scale of final product assembly in the Country upon Business Unit request. Manages the assembly workshop and workers. Ensures quality, volume and on-time delivery based on Business Unit standard and customer request.

Safety and integrity - Implements health, safety and environment (HSE) and business compliance standards and regulations in the country in the area of responsibility. Personally lives the ABB values and Group standards.

Standards and governance - Implements and ensures compliance with global and local standards, rules, tools, policies and processes related to operations/project execution and shares functional best practices and lessons learned across the organization.

People leadership and development - Ensures that the area of responsibility is properly organized, staffed and directed. Builds an effective, capable and high performing organization. Develops talent, appoints managers and reviews effectiveness.

Requirements:

- Management experience
- Strong leadership and development skills
- Appetite for change management
- Process orientation; mastery of sales processes and tools
- Experience with numbers, reconciliations, accounting
- Good communication and presentation skills
- Customer and customer service orientation
- Leads organizations with a focus on longer term strategic planning and policy development.
- Leadership of one or more organizational area(s).
- Requires in-depth knowledge of company's goals and plans.
- Clear focus on organizational leadership over subject matter expertise.
- Managing through sub-managers.
- Leads teams with a focus on operational planning and process development.
- Typically accountable for budget and policy recommendations and medium term planning.
- Typically managing through first line managers mainly in function area.
- Focus balances leadership and subject matter expertise.

Additional information

ABB is an Employment Equity Employer and values a diverse workforce. ABB will provide reasonable accommodation to applicants with disabilities. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process. We also offer a stimulating work environment, competitive salaries and a complete benefits package.

ABB is prepared to act on requests for disability accommodations that might be required to allow any disabled person to access our facility. Please advise us if any attending person requires/requests some specific form of disability accommodation.

The masculine form is used as neutral gender and includes men and women.

Location:
Saint-Laurent, QC, Quebec, Canada
Contract type:
Regular/Permanent
Business unit:
Division Function Front End Sales
Date posted:
2018-07-12
Job function:
Sales
Publication ID:
CA65755030_E1

ABB (ABBN: SIX Swiss Ex) is a pioneering technology leader in electrification products, robotics and motion, industrial automation and power grids, serving customers in utilities, industry and transport & infrastructure globally. Continuing a history of innovation spanning more than 130 years, ABB today is writing the future of industrial digitalization with two clear value propositions: bringing electricity from any power plant to any plug and automating industries from natural resources to finished products. As title partner of Formula E, the fully electric international FIA motorsport class, ABB is pushing the boundaries of e-mobility to contribute to a sustainable future. ABB operates in more than 100 countries with about 135,000 employees. www.abb.com

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