Earnest Machine - Rocky River, OH
posted 2 months ago
Full-time - Senior
Rocky River, OH
About the position
The Sales Operations Manager at Earnest Machine is responsible for leading and overseeing the customer service team, focusing on enhancing customer satisfaction and operational efficiency. This role involves developing success metrics, training, onboarding, and professional development initiatives to ensure a high standard of customer experience. The ideal candidate will have a strong background in sales operations and customer service management, with a commitment to continuous improvement and team development.
Responsibilities
- Enhance current technology suite for seamless digital delivery of orders.
- Oversee the customer service team to ensure high levels of customer satisfaction.
- Develop and implement customer service policies and standards.
- Monitor customer feedback and collaborate with departments to improve services.
- Define, track, and analyze key performance indicators (KPIs) for sales operations.
- Develop and execute customer success strategies to maximize retention and satisfaction.
- Create and manage training programs for sales and customer service teams.
- Oversee the onboarding process for new hires in sales and customer service.
- Foster a culture of continuous learning and professional growth within teams.
- Continuously evaluate and improve sales operations processes.
Requirements
- Proven experience (10+ years) in sales operations or customer service management.
- 2-4 years of experience in the Fastener industry.
- Experience in a high growth distribution organization.
- Excellent analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Proficiency in CRM software and Microsoft Office Suite.
- Experience with Microsoft Dynamics 365.
Nice-to-haves
- Experience in team development and mentoring.
- Ability to manage multiple projects in a fast-paced environment.
Benefits
- Disability insurance
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) matching
