Operations Team Leader — Sales & Customer Support

Centena Group; Layla; On-site; SAR 120,000 - 180,000; Full time

Job summary

Centena Group is seeking a proactive professional to lead sales operations and customer support in Saudi Arabia. The role covers order processing, quotations, and client coordination.

Experience with ELV systems, ICT/technology solutions and B2B project environments is preferred to navigate the Saudi market. You will supervise the sales support and customer support teams, set targets, onboard new staff on CRM tools, and ensure timely, accurate documentation for client submissions.

Qualifications

• Minimum 5 years of experience in sales support/operations.
• Exposure to ELV systems, ICT/technology solutions and B2B project-driven environments are preferred.
• Knowledge of the Saudi market is advantageous.

Responsibilities

• Lead sales operations, customer support, order processing and quotations.
• Mentor and schedule the sales support and customer support teams.
• Onboard and train new team members on CRM tools, quotation templates, and company processes.
• Oversee preparation and quality control of quotations, proposals and commercial documentation.
• Coordinate with sales, procurement, and vendors to manage pricing, lead times, and product availability.

Skills

Sales operations leadership

Team leadership

CRM tools

Client coordination

Tools

CRM systems

Job description

min 5 years

Full-Time

We are seeking a proactive professional to lead sales operations, customer support, order processing, quotations, and client coordination. Preferably exposure to ELV Systems, ICT/Technology Solutions and B2B project-driven environments with knowledge of the Saudi market.

• Supervise, mentor, and schedule the sales support and customer support team, allocating workload across active accounts and enquiries.
• Set individual and team performance targets; conduct regular one-to-ones and performance reviews.
• Onboard and train new team members on CRM tools, quotation templates, escalation procedures, and company processes.
• Oversee preparation and quality control of quotations, proposals, and commercial documentation ahead of client submission.
• Coordinate with the sales/business development team to track opportunities, follow up on pending quotes, and maintain pipeline hygiene in the CRM.
• Liaise with procurement and vendors to confirm pricing, lead times, and product availability for customer-facing offers.
• Ensure accurate and timely processing of purchase orders, sales orders, and contract documentation.

Customer Support Management

• Act as the escalation point for customer queries, complaints, and service issues, ensuring timely resolution and clear communication.
• Monitor response times and case aging; enforce SLA adherence across the support queue.
• Coordinate with technical/project teams on after-sales support, warranty issues, and service requests.
• Maintain a structured log of customer interactions, recurring issues, and resolution outcomes.

Process, Compliance & Cross-Functional Coordination

• Maintain and continuously refine SOPs for sales support and customer support workflows.
• Ensure documentation and approvals align with internal governance, procurement policy, and contractual obligations.
• Coordinate handoffs between sales, operations, project delivery, and finance to avoid delays or miscommunication.
• Support audits and internal reviews by keeping records organized and readily retrievable.
• Prepare weekly/monthly dashboards on quotation turnaround, order status, customer satisfaction, and support ticket metrics.
• Identify bottlenecks in the sales-to-support cycle and propose process improvements.
• Present performance summaries and improvement recommendations to management.