Sales Operations Manager

$90,000 - $120,000/Yr

Newbasis - Riverside, CA

Full-time - Mid Level

Riverside, CA

Nonmetallic Mineral Product Manufacturing

About the position

The Sales Operations Manager will contribute to the NewBasis vision of excellence by supporting our distributors and end-users in delivering excellent customer service by ensuring the accuracy and integrity of customer orders. This role is pivotal in managing the order lifecycle from the quote process, through order entry into Syspro, and overseeing delivery lead times and the shipping process. The manager will engage in important and complex customer service tasks, maintaining a high level of interaction with customers, the sales team, and operations, while effectively liaising with contacts across the organization with a high degree of professionalism. In this position, the Sales Operations Manager will oversee a team of customer service representatives to ensure a best-in-class customer experience throughout the sales order life cycle. The responsibilities include managing the complete sales order lifecycle, acting as a liaison between Engineering, Marketing, Field Sales, and NewBasis customers regarding product requirements and application questions, and managing issues from beginning to end. The manager will direct the daily operation of the customer service team to ensure prompt service with various stakeholders and will be responsible for following all procedures while applying the profit matrix to all quotes and orders. Additionally, the Sales Operations Manager will review quotation requests promptly, secure competitive feedback, and submit requests to regionals and the VP of Sales for comments if applicable. They will also review purchase orders to ensure requirements are adequately defined and documented, manage the EDI process, provide information and analysis to support commercial activities, participate in customer meetings, coordinate resolution of customer complaints, and maintain customer records. Other duties may be assigned by management as needed.

Responsibilities

• Manage the complete sales order lifecycle.
• Act as a liaison between Engineering, Marketing, Field Sales, and NewBasis customers regarding product requirements and application questions.
• Serve as the primary point of contact for sales representatives in assigned territories, building relationships and managing issues from beginning to end.
• Direct the daily operation of the customer service team to ensure prompt service with various stakeholders.
• Follow all procedures while applying the profit matrix to all quotes and orders.
• Review quotation requests promptly and secure competitive feedback.
• Submit quotation requests to regionals and the VP of Sales for comments if applicable.
• Review purchase orders to ensure requirements are adequately defined and documented.
• Manage the EDI process from initial transmission to shipping activity, including inputting manual orders and coordinating until invoicing.
• Provide information and analysis to support commercial activities, including sales order updates and forecasting processes.
• Participate in customer meetings and communication where appropriate.
• Coordinate resolution of customer complaints, warranty replacements, returned goods, and discrepancies.
• Provide post-shipping support and be responsible for shortages, overages, and other claim investigations.
• Maintain customer records.
• Perform other duties as assigned by management.

Requirements

• A minimum of 2 plus years experience in the construction of building materials sector.
• A.A. Degree or Equivalent plus eight years of customer service and sales operations experience.
• Strong bias toward action and self-driven.
• Ability to work independently with minimal supervision.
• Excellent presentation and communication skills.
• Very high computer IQ with proficiency in Microsoft Office; SYSPRO highly desirable.

Benefits

• 401(k) matching
• Health insurance
• 2 weeks paid holiday