Sales Operations Manager

Job Description

Job Description

Earnest is looking to add a highly motivated and experienced Sales Operations Manager to lead and oversee our customer service team.

This person will lead success metrics, customer experience, training, onboarding, growth, and professional development initiatives.

This role is pivotal in ensuring the efficiency and effectiveness of our sales operations while driving customer satisfaction and growth.

The ideal candidate will have a strong background in sales operations, customer service management, and team development.

Who you are :

You care deeply about continued professional and personal growth. You are motivated and guided by relationship development and seek to create the best possible customer experience.

You understand and act with urgency. You know the positive impact that the customer relationship can have on growth and the overall organization.

You can read and translate customer prints into actionable, saleable, and profitable repeat business for Earnest Machine.

You are customer focused, customer facing and willing to encourage and empower your team to a high standard to achieve our goal of the best possible customer experience.

You know the power of being a force multiplier and are driven by adding positive impact.

We have seen significant growth in this side of the business in the last year. This is an incredible opportunity for someone who likes to build teams and business units.

This role will be pivotal in designing how we utilize our current systems to optimize our customer experience.

What you’ll do :

Customer Systems integration :

• Enhance current technology suite to meet growing customer demand for seamless digital delivery of orders
• Actively develop fresh solutions to ensure Earnest Machine stays at the forefront of technological innovation, providing the best-in-class digital solutions to our customers.
• Enable sales account management to promote Earnest ability to partner with customers via technology-based solutions throughout the marketplace.

Customer Service Management :

• Oversee the customer service team to ensure high levels of customer satisfaction and quick resolution of customer issues.
• Optimize current softwares to provide the best employee experience
• Develop and implement customer service policies, procedures, and standards to create the best customer service possible.
• Create systems that close out customer inquiries / needs / requests - each step of the process - in under 12 minutes
• Monitor customer feedback and collaborate with other departments to improve products and services.

Sales Metrics and Analytics :

• Define, track, and analyze key performance indicators (KPIs) to measure the effectiveness of sales operations.
• Provide regular reports and insights to Sales leadership on sales performance, customer trends, and operational efficiencies.
• Utilize data to identify opportunities for improvement and optimize sales processes.

Customer Success and Retention :

• Develop and execute customer success strategies to maximize customer retention and satisfaction.
• Work closely with the sales and marketing teams to identify growth opportunities and upsell / cross-sell potential.
• Implement customer retention programs and manage customer success initiatives to foster long-term relationships.

Training and Development :

• Create and manage comprehensive training programs for sales and customer service teams to enhance product knowledge, sales techniques, and customer service skills.
• Identify training needs and develop materials to ensure the team is well-equipped to meet customer needs and achieve sales targets.
• Conduct regular training sessions and workshops to ensure continuous professional development.

Onboarding and Integration :

• Oversee the onboarding process for new hires in sales and customer service, ensuring a smooth transition and quick ramp-up.
• Evolve current onboarding materials and training that align with company culture, sales strategies, and customer service standards.
• Work with HR and team leaders to facilitate successful integration of new team members.

Professional Development and Team Building :

• Foster a culture of continuous learning and professional growth within the sales and customer service teams.
• Mentor and coach team members to develop their skills and advance their careers.
• Organize team-building activities and events to promote a positive and collaborative work environment.

Process Improvement and Optimization :

• Continuously evaluate and improve sales operations processes to enhance efficiency and productivity.
• Implement best practices and tools to streamline workflows and reduce operational costs.
• Ensure alignment between sales, customer service, and other departments to achieve business objectives.
• Work with leaders of other departments to :
• optimize process hand offs
• maximize efficiency
• create flawless communication exchanges
• connect teams to align with our mission, vision, and values

What you’ll bring :

• Proven experience (10+ years) in sales operations, customer service management, or a similar role.
• 2-4 years of experience in Fastener industry.
• Experience working with a high growth distribution organization with a track record of developing high-performing teams.
• Excellent analytical and problem-solving abilities with experience in data-driven decision-making.
• Exceptional communication and interpersonal skills, with the ability to influence and build relationships across all levels of the organization.
• Proficiency in CRM software, sales analytics tools, and Microsoft Office Suite.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Strong customer focus and commitment to delivering excellent service
• Experience working with Microsoft Dynamics 365.

Earnest Machine is an Equal Opportunity Employer that offers a full benefits package including healthcare, dental, vision, life and disability insurance as well as an employer match 401k program.

While we do have a flexible working environment, due to the nature of this role, it does require an in-person presence.