Customer Service Operations Manager

Job DescriptionJob DescriptionKey Responsibilities:Sales Process Optimization:

• Evaluate and refine sales processes to improve efficiency and effectiveness.
• Implement and maintain tools, systems, and dashboards to streamline operations and ensure proper reporting to customers. 

Reporting & Analytics:

• Create and maintain detailed sales reports, dashboards, and KPIs to track performance and inform decision-making.
• Analyze market trends, customer behaviors, and competitive activity to identify growth opportunities.

Forecasting & Planning:

• Collaborate with the sales leadership team to create accurate sales forecasts, performance metrics, and pipeline management processes.
• Support quota and production planning based on forecasts and business objectives.
• Interface consistently with customers/buyers to monitor constantly changing market conditions.

Cross-Functional Collaboration:

• Work with management, finance, and supply chain teams to ensure seamless communication and alignment on key initiatives.
• Act as a liaison between sales and other departments to resolve operational issues promptly.

Sales Support:

• Work to build relationships with key contacts across multiple customer accounts.
• Manage pricing contracts, customer agreements, and bid submission timelines.
• Monitor award compliance level across all major customers. 
• Develop and maintain sales playbooks, presentations, and other support materials.