Sales Operations Specialist
Job Information
The Sales Operations Specialist is responsible for the evaluation and management of sales processes, and systems to minimize costs, improve customer satisfaction and ease of doing business with Doosan Bobcat. This role will work closely with end customers and members of the Product and IT teams to manage and streamline online (eCommerce) sales, refine policies and best practices, and collaborate on enhancements to existing processes. This position is also responsible for driving sales, productivity, field support for execution of complex cases, CRM maintenance and other sales functions.
This position is open to a location of Bismarck, ND or West Fargo, ND.
Role & Responsibility
Sales Process Development
- Proactively identify and recommend ways to improve eCommerce Sales/Sales processes with the goal of improving customer experience, decision quality, reducing sales cycle time, improving scalability.
- Lead conversion of customers sales journey through phone/email/web.
- Convert sales leads while maintaining PCI compliance.
- Identify and recommend ways to improve the site content to drive unassisted sales.
- Involvement and execution of projects when required.
- Manage Salesforce and Adobe Commerce sales process and maintenance.
- Create or update existing dealer processes to fit with the new customer type and channel.
- Lead or support implementation of SAP, Oracle, OSS, Quote and Order, Salesforce (sales process) and other company initiatives as required.
- Ability to provide sales product knowledge on a wide variety of Bobcat equipment, Parts, Whole-goods, Accessories, Extended Warranty and Operator Training.
Sales & Administration
- Drive the end-of-month, end-of-quarter sales effort by ensuring execution of warehouse and system invoicing efforts for all eCommerce sales orders for US & Canada.
- Innovate and implement new processes driving a strong customer experience.
- Manage commissions process and execution.
- Manage & improve invoicing processes.
- Align with Tax team on process for online tax exemption execution.
- Drive increased average order value by upselling to customers and providing site recommendations on related products.
- Accounts Receivable troubleshooting to balance open accounts.
Government Accounts Focus
- Lead government accounts to leverage the eCommerce system for order management.
- Provide Government accounts with quotes for requested products.
Customer Success Management
- Participate in and have a hands-on approach to complex situations or escalations and work with cross-functional stakeholders to resolve cases.
- Troubleshoot customer cases:
order tracking, change order requests, customer price quotations, credit and re-bill, notification of order correspondence, researching and application of credits and debits.
Planning & Analytics
- Perform ad-hoc requests, create Inside Sales team reports and dashboards in Salesforce or OBIEE.
- Act as information owner for Inside Sales related data sets. Responsible for data maintenance and accuracy. Troubleshoot issues and see through to resolution.
- Ability to provide customers with fitment for sales solutions.
Job Requirement
- Education Required:
Bachelor's Degree in Business Administration, Business Management, or related major. - Experience Required:
2>5 years. - Knowledge of construction equipment and industry is a plus. Ability to read and understand a parts book is a plus.
- Dedication to excellent customer service.
- Experience working in a team environment, building positive business relationships, and working collaboratively across organizational boundaries.
- Ability to manage multiple priorities and provide quick decisions aligned with the business strategy.
- Ability to efficiently work in a fast paced environment.
- Strong time management, project planning and project management skills in order to meet deadlines.
- Demonstrated ability to challenge and improve upon existing processes.
- Takes initiative and brings impeccable follow-up skills.
- Self-motivated, detail oriented, well organized.
- Effective communication skills.
- Proficient in Microsoft Office Suite and Microsoft Excel with success in maintaining and organizing data.
- Travel Required:
Estimated Salary: $20 to $28 per hour based on qualifications.
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