Global Sales Operations and Customer Service Director - Remote

Primary Duties & Responsibilities

Sales Operations

• Manages sales automation, tools and reporting programs. Maintains sales incentive compensation plans and information of sales activities that support sales performance metrics and sales process improvement.
• Sales Operations Optimization : Drive the strategic direction of all sales operations, optimizing processes, tools, and systems for enhanced global productivity and efficiency.
• Pricing Strategy : Develop and maintain competitive pricing strategies, ensuring alignment with market conditions and business objectives, while providing crucial commercial support for major deals.
• Data-Driven Insights : Leverage data analytics to provide insights and recommendations for improving sales performance.

Track and analyze key sales metrics to identify trends and actions for growth.

Change Management : Lead initiatives to continuously improve sales operations, ensuring collaboration across departments for effective adoption of new processes and tools.

Drive sales skills and capability development through comprehensive training and support programs.

Performance and Incentive : Implement monitoring systems to track and report sales performance, while managing incentive and compensation programs aligned with financial targets to motivate and optimize sales outcomes.

Customer Service

• Build, lead, and manage the Coherent global customer service team.
• Analyze market trends, customer feedback, and competitive insights to identify opportunities for improvement.
• Should be very knowledgeable of sales and product opportunities and their impact within supply chain and operations.
• Define and align key performance indicators (KPIs) from customer scorecards to measure the effectiveness of customer experience initiatives and track progress over time.
• Identify pain points and areas of friction in the customer journey and collaborate with relevant teams to address them.
• Lead the development of customer journey maps to understand and optimize every touchpoint across the customer lifecycle.
• Ensure consistency and continuity in the customer experience within the area of responsibility.
• Foster a customer-centric culture by promoting customer empathy and understanding throughout the organization.
• Continuously iterate and improve upon customer experience initiatives.
• Collaborate with marketing, sales, product development, and regional customer support teams to ensure a seamless and cohesive customer experience.
• Champion the voice of the customer within the organization, advocating for changes and improvements that enhance customer satisfaction.

Education & Experience

• Bachelor’s degree in business administration, marketing, or a related field. Master's degree preferred.
• At least 7+ years B2B customer service and / or sales operations in a related field.

Skills

• Ability to Travel 20% of time (if needed).
• Ability to excel in cross-organizational, cross cultural, global team environment.
• Ability to handle special assignments promptly and professionally.
• Set a high standard of ethics, professionalism, leadership, and competency.
• Experienced in SAP / Oracle, and Power BI or Tableau.
• Experience using MS Office Software (Word, PowerPoint, Excel, Outlook)
• Ability to make difficult decisions.
• Ability to think strategically and to lead.
• Accountable for developing and maintaining a good rapport with customers, subsidiaries, and distributors.
• Proven track record of effectively navigating and managing customer service and sales operations in a global capacity.
• Demonstrated ability to effectively lead and manage large teams in previous managerial or individual contributor roles, ensuring alignment with organizational objectives, optimizing productivity, and fostering a positive work culture.
• Understand effective matrix organizations.
• Leads from a position of influence versus authority.
• Experience working in a high-growth semiconductor company is preferred.
• Excellent communication and interpersonal skills
• Customer experience measurement tools and methodologies
• Familiarity with CRM systems, business analytics tools (Power BI, Tableau), and customer feedback platforms (Survey Monkey, Qualtrics).
• Coordinate and execute effectively the performance management process with each employee.

Working Conditions

Standard office setting

Physical Requirements

Ability to work at computer.

Safety Requirements

All employees are required to attend scheduled training, follow the site EHS procedures and Coherent Corporate EHS standards.

This includes the use of proper protective equipment (PPE) as required by the job responsibilities.

Managers will ensure that all safety and environmental procedures are followed consistently. They will ensure that risk assessments are performed, proper training, work instructions, required PPE is available, and will monitor compliance.

Quality and Environmental Responsibilities

Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and / or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.

Culture Commitment

Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp. :

I ntegrity Create an Environment of Trust

C ollaboration Innovate Through the Sharing of Ideas

A ccountability Own the Process and the Outcome

R espect Recognize the Value in Everyone

E nthusiasm Find a Sense of Purpose in Work

Coherent Corp. is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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