Job Description Summary
You will demonstrate accountability of functional, business, and broad company objectives. You will manage a team to drive exceptional customer service to our customers, sales team, and channel partners for the North America Regions, while performing various activities within the guidelines of a sales support specialist. You will oversee the digital sales platforms and drive digital transformation for the processes of the Sales Support Team. #LI-ML2
Job Description
Essential Responsibilities:
Responsible for leading and managing a customer facing order entry and management team including performance management, resource planning and coaching
Lead customer support from presales activities (quoting), order processing, order management, up until product shipment for various Grid Solutions P&Ls
Lead Order Management for the execution, forecasting and risk & opportunity mitigation of a $100M+ annually portfolio of product orders.
Responsible for productivity analysis and allocation of resources for the digital sales platforms maintenance and management.
Day to day operations, processes, work instructions, trainings and related escalations.
Projects and improvements management and support. Coordinate and monitor all projects led by the Sales Support team, proving assistance and coaching.
ERP, sales support tools and e-commerce platforms expert. Management of daily operations as well as functionality and process alignment.
Build external and internal customer satisfaction through outstanding service, relationships and communications
Drive customer centricity, customer responsiveness, orders growth, quote cycle times, order accuracy, completeness for the sales support team
Point of contact for cross functional stakeholders, managers, and team members as well a customer escalation
Representation in business and customer meetings to address and action issues
Owner of process and ensure formalization, documentation, and standardization across all P&Ls supported
Ensure quality and track defects, capture root causes and implementation of sustainable, long-term solutions
Maintain process control mechanisms to ensure compliance with GE practices and contractual or regulatory requirements
Identify and execute on opportunities for continuous improvement that impact on customer satisfaction, productivity, and cost control
Develop and communicate operational metrics to business leadership.
Ability to own and drive resolution to team’s pain points such to remove the impact on team performance and productivity as well as improve customer experience.
Coordinate all entities involved in the order to remittance cycle to guarantee the completeness and the quality of orders released to manufacturing
Enable success for team by developing product knowledge / training and customer inquires
Identify and drive the team’s need for processes, tools, and technology needed to meet the customer’s expectations around order management
Qualification / Requirements:
Bachelor’s degree or diploma from an accredited university or college or equivalent experience
Minimum 5 years’ experience working in a customer service role
Have legal authorization to work in Canada and be aware that any offer of employment is conditional on successful completion of a pre-employment screening.
Desired Characteristics
Minimum 3 years’ experience working in a management role with direct reports
Experience working in a manufacturing environment
Excellent interpersonal and leadership skills
Proven Customer focus, oral and written communication skills.
Proficient with MS-office
Demonstrated ability to motivate, influence, lead others to achieve result
Ability to work in a fast paced, high stress environment with simultaneous priorities
Ability to set priorities for yourself and others in a cross functional environment
E-commerce experience
Established critical thinking ability
Excellen presentation skills, ability to communicate effectively at all levels of the organization
Proven analytical, problem-solving and process management skills
Commercial experience with a proven record of planning, organizing & leading cross-functional teams
Green Belt Certified 6 sigma, LEAN or equivalent “quality” certification
Lean Mindset
Experience with an ERP system (Oracle, SAP)
Additional Information
Relocation Assistance Provided: No
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