Regional Sales Support Manager – Inside Sales in Markham, Ontario

Job Description Summary

You will demonstrate accountability of functional, business, and broad company objectives. You will manage a team to drive exceptional customer service to our customers, sales team, and channel partners for the North America Regions, while performing various activities within the guidelines of a sales support specialist. You will oversee the digital sales platforms and drive digital transformation for the processes of the Sales Support Team. #LI-ML2

Job Description

Essential Responsibilities:

• Responsible for leading and managing a customer facing order entry and management team including performance management, resource planning and coaching

• Lead customer support from presales activities (quoting), order processing, order management, up until product shipment for various Grid Solutions P&Ls

• Lead Order Management for the execution, forecasting and risk & opportunity mitigation of a $100M+ annually portfolio of product orders.

• Responsible for productivity analysis and allocation of resources for the digital sales platforms maintenance and management.

• Day to day operations, processes, work instructions, trainings and related escalations.

• Projects and improvements management and support. Coordinate and monitor all projects led by the Sales Support team, proving assistance and coaching.

• ERP, sales support tools and e-commerce platforms expert. Management of daily operations as well as functionality and process alignment.

• Build external and internal customer satisfaction through outstanding service, relationships and communications

• Drive customer centricity, customer responsiveness, orders growth, quote cycle times, order accuracy, completeness for the sales support team

• Point of contact for cross functional stakeholders, managers, and team members as well a customer escalation

• Representation in business and customer meetings to address and action issues

• Owner of process and ensure formalization, documentation, and standardization across all P&Ls supported

• Ensure quality and track defects, capture root causes and implementation of sustainable, long-term solutions

• Maintain process control mechanisms to ensure compliance with GE practices and contractual or regulatory requirements

• Identify and execute on opportunities for continuous improvement that impact on customer satisfaction, productivity, and cost control

• Develop and communicate operational metrics to business leadership.

• Ability to own and drive resolution to team’s pain points such to remove the impact on team performance and productivity as well as improve customer experience.

• Coordinate all entities involved in the order to remittance cycle to guarantee the completeness and the quality of orders released to manufacturing

• Enable success for team by developing product knowledge / training and customer inquires

• Identify and drive the team’s need for processes, tools, and technology needed to meet the customer’s expectations around order management

Qualification / Requirements:

• Bachelor’s degree or diploma from an accredited university or college or equivalent experience

• Minimum 5 years’ experience working in a customer service role

• Have legal authorization to work in Canada and be aware that any offer of employment is conditional on successful completion of a pre-employment screening.

Desired Characteristics

• Minimum 3 years’ experience working in a management role with direct reports

• Experience working in a manufacturing environment

• Excellent interpersonal and leadership skills

• Proven Customer focus, oral and written communication skills.

• Proficient with MS-office

• Demonstrated ability to motivate, influence, lead others to achieve result

• Ability to work in a fast paced, high stress environment with simultaneous priorities

• Ability to set priorities for yourself and others in a cross functional environment

• E-commerce experience

• Established critical thinking ability

• Excellen presentation skills, ability to communicate effectively at all levels of the organization

• Proven analytical, problem-solving and process management skills

• Commercial experience with a proven record of planning, organizing & leading cross-functional teams

• Green Belt Certified 6 sigma, LEAN or equivalent “quality” certification

• Lean Mindset

• Experience with an ERP system (Oracle, SAP)

Additional Information

Relocation Assistance Provided: No