US Sales Operations Manager

Edwards Vacuum; Sanborn (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Culture of trust

Career growth

Innovation

Benefits package

Well-being program

Job summary

Edwards Vacuum seeks a US Sales Operations Manager to lead the US Customer Care and Sales Operations team from our Sanborn, NY center, delivering best-in-class support while aligning with Edwards commercial practices to grow revenue.

You will recruit and coach staff, manage KPIs, optimize CRM workflows, and coordinate with Sales Management and planning teams to resolve issues and drive customer satisfaction. Hybrid work arrangement.

Qualifications

• 5+ years work experience in customer service in a supervisory or lead capacity.
• Experience in an international and highly automated environment is preferred.

Responsibilities

• Lead US Customer Care/Sales Operations team; oversee performance and development.
• Recruit, onboard, and coach staff; set objectives and conduct evaluations.
• Manage daily queues, portals, and CRM activities; coordinate with sales/planners.

Skills

Team leadership

ERP experience

Customer service leadership

Multitasking

Cross-functional collaboration

MS Office

Education

Associate degree or equivalent

Tools

Oracle

SAP

CRM

Job description

Your role

As a US Sales Operations Manager, your mission is to oversee and lead the best in class support to US customers while adhering to Edwards Vacuum LLC commercial best practices & further the organizations sales & service objectives. The US Sales Operation Manager Manager is responsible for the oversight, planning and strategy related managing specified customers within the US geography & globally to improve customer relations and lead to increased revenue.

You will

• Responsible for personnel requirements for the Customer Care/Sales Operations Team, including recruiting, candidate selection, onboarding orientation, training coordination, account assignments, coaching and counseling employees.
• Responsible for communicating job expectations, planning, and monitoring job contribution.
• Motivates and provides on the job support to team members and conducts monthly 1:1 with each team member
• Performs performance appraisals: set objectives in Q1, review at 6 months, monitor / adjust / coach throughout the year. Perform annual review and determine increase in compensation as set by company guidelines
• Daily management of the US Customer Care/Sales Operations phone queues, customer portals and workload monitoring
• Attend weekly and Account Team open order book review with team members, sales and planners
• Attend Business Unit reviews with Sales Management Team
• Approves team timecards, expense reports and time off requests for Customer Care Coordinators
• Identify process issues and work with local BPI Team.
• Identifies training gaps and training needs
• Reviews KPI’s with Service US Customer Care Management and cascades to the US Customer Care Team at monthly meeting
• Resolve customer complaints and or escalations
• Promotes quality customer interactions to ensure customer loyalty and revenue growth
• Implement change in policies and procedures
• Quarterly visits to US team members located outside of the Sanborn, NY office
• Responsible for key account cash collections
• Report and generate customer credits per specific customer contracts
• Knowledge of key account customer contracts
• Daily review/approval of CRM activities
• Business development achieving yearly goals of sales, revenue and profit, agreed with the Business Line Manager(s)

To succeed, you will need

Knowledge / Skills

• Ability to think stragically and lead a team
• Experience using complex ERP system environments (e.g., Oracle, SAP, CRM)
• Proven work experience in a lead customer service role
• Must possess the ability to effectively manage multiple tasks in a high workload environment
• Team player: ability to work co-operatively across multiple functions & territories
• Proficiency in Microsoft Office Suite

Experience

5+ years work experience in customer service in a supervisory or lead capacity. International and highly automated environment is prefered.

Educational Requirements

Associate degree or equivalent experience.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our on-site at our Customer Center in Sanborn, New York

We Are An Equal Opportunity Employer

Edwards Company considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws.

No person shall be denied the equal protection of the laws of this state or any subdivision thereof. No person shall, because of race, color, ethnicity, national origin, age, disability, creed [or], religion, or sex, including sexual orientation, gender identity, gender expression, pregnancy, pregnancy outcomes, and reproductive healthcare and autonomy, be subjected to any discrimination in [his or her] their civil rights by any other person or by any firm, corporation, or institution, or by the state or any agency or subdivision of the state, pursuant to law.

Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 150 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research.

At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer.

For more information about Edwards visit our website: www.edwardsvacuum.com

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