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Sales Operations Manager

3 weeks ago

กรงเทพมหานคร, Thailand Dextra Asia Co., Ltd. Full time

**Order Management**: Process, track, and fulfill customer orders throughout the entire order lifecycle, ensuring customer satisfaction.
Coordination with supply chain, planning & logistics teams to answer customer enquiries, and provide on time delivery.
Contract management to ensure smooth operations in line with contracts (prices, payment terms and deliveries, etc.).
**Operation excellence**: Conduct internal Audit on Sales Operations processes, develop, and implement new customer service policies and procedures across all affiliates.
Ensure adherence to processes, especially with IT systems (ERP/CRM).
Work on continuous improvement to streamline processes.
Analyze recurring problems and implement solutions to prevent future issues.
**Customer Experience Enhancement**: Initiate and lead initiatives aimed at improving the overall customer experience.
Identify customer pain points to propose improvements.
**Team Management**: Supervise and lead a team of customer service executives.
Monitor performance metrics and ensure team adherence to service standards.
**Performance Analysis and Reporting**: Monitor and analyze sales performance indicators (Sales vs Forecast & Budget).
Track and analyze customer service metrics (Customer Service Level, Lead Time, Customer Satisfaction, resolution time).
**Forecast**: Review update and monitor sales forecasts.
Update demand forecast to supply chain and track demand variation.
**Competencies**: General Customer-centric approach.
Excellent English skills.
Excellent communication skills.
Teamwork and motivational skills.
Exposure to international environment required.
Functional In-depth understanding of sales principles and customer service practices.
Proficiency with MS Office Suite, particularly MS Excel. Power BI is a plus.
Proven work experience as a Sales support specialist is a plus.
Hands-on experience with ERP and CRM systems is a plus.

**Qualifications**: Bachelor s or Master's degree in Business field.
5-10 years of experiences in business operations.
Excellent Command of spoken & written English.
Excellent computer skills (Microsoft - Excel & Words).
Good analytical and problem-solving skills.
**Job skills required**: Contracts, English, Sales, Internal Audit
**Job skills preferred**: Excel, Teamwork, ERP