Job Description

Position Overview:

The Director of Sales Support & Order Management will lead the strategic direction and operational execution of the sales support and order management functions. This role involves overseeing the entire order lifecycle, from the conception of sales leads to final installation of services, while providing operational support to the sales team. The Director will work closely with cross-functional teams, ensuring that our sales processes are streamlined and efficient, contributing to the overall success of the company.

Key Responsibilities:

• Leadership & Team Management: Lead and develop the sales support and order management teams, ensuring they are aligned with company goals, delivering high-quality service, and driving operational excellence.
• Order Management Optimization: Oversee the entire order management process, ensuring orders are processed accurately and efficiently, from order entry to installation.
• Sales Support Strategy: Develop and implement strategies to provide exceptional support to the sales team, including managing the creation of quotes, proposals, contracts, and customer communications.
• Cross-Functional Collaboration: Work closely with sales, pricing, finance, and customer success teams to ensure alignment and smooth execution of sales and order management processes.
• Process Improvement: Continuously evaluate and improve sales support workflows and order management processes to enhance operational efficiency, reduce errors, and improve the customer experience.
• Reporting & Analytics: Manage the creation of reports on sales performance, order metrics, and operational KPIs. Provide actionable insights to leadership to optimize performance and identify areas for improvement.
• Customer Communication & Issue Resolution: Act as a point of escalation for order-related issues and customer concerns. Ensure timely resolution of order discrepancies, delivery delays, or other challenges that impact customer satisfaction.

Qualifications:

• Experience: 5+ years of experience in sales support, order management, or related fields, with at least 2 years in a leadership or director role. Experience in managing cross-functional teams is highly preferred. 
• Technical Knowledge: Tech savvy; General understanding of technology related to the Healthcare field, Internet Services, Phone systems and TV solutions.
• Skills: Strong leadership and team management skills. Experience in order management software or CRM tools (e.g., Salesforce/Zoho).
• Problem-Solving: Ability to address complex operational challenges and find solutions to optimize sales support and order management functions.
• Communication: Excellent verbal and written communication skills, with the ability to communicate effectively across departments and with customers.
• Financial Knowledge: Solid understanding of financial management, including budgeting, cost analysis, and pricing strategies, to ensure profitability and efficient resource allocation in sales and order management activities.
• Analytical & Data-Driven: Strong analytical skills with the ability to create and interpret sales and order performance reports, driving actionable insights.
• Process-Oriented: Proven track record of optimizing processes, improving operational workflows, and driving efficiency.
• Collaboration: Ability to collaborate effectively with sales, marketing, finance, and other departments to drive alignment and achieve business objectives.

Skills Required

Experience Required

3-4 years