Sales Operations Specialist

Job Information

The Sales Operations Specialist is responsible for the evaluation and management of sales processes, programs, and systems to minimize costs, improve customer satisfaction and ease of doing business with Doosan Bobcat. This role will work closely with members of our Sales and IT teams to manage and streamline systems and tools, refine policies and best practices, and collaborate on enhancements to existing processes. This position is also responsible for sales activity reports and analytics, sales productivity, field support for execution of complex deals, CRM (sales process) maintenance and other sales support functions.

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 up selling to customers and providing site recommendations on related products
• AR 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: Bachelors degree in Business Administration, Business Management, or related field. 
• Experience Required: 2>5 years
• Travel Required: <10%
• Dedication to excellent customer service
• Ability to manage multiple priorities and provide quick turnaround response to customers
• Demonstrated ability to challenge and improve upon existing processes
• Takes initiative and brings impeccable follow-up skills
• Shows good time management, project planning and project management skills in order to meet deadlines
• Demonstrates effective communication and presentation skills
• Knowledge of construction equipment and industry is a plus
• Demonstrates ability to be self-motivated, detail oriented and well organized
• Proficient in Microsoft Office Suite and Microsoft Excel with success in maintaining and organizing data
• Able to build positive business relationships and work collaboratively across organizational boundaries
• Experience working in a team environment