Sales Operations Supervisor 

Eastern Territory

Job Summary:

The Sales Operations Supervisor leads the team of Customer Service Specialists for Specialty and Regional Lignetics Accounts for the Eastern US territory. The Supervisor oversees order processing and fulfillment, ensuring that orders are processed accurately and efficiently. S/he is responsible for all activities related to the team’s customer communication and order management. S/he is a partner with the outside sales team, working to streamline order processing and maximize sales revenue. S/he coordinates efforts across the team for EOM reconciliation and all activity related to the monthly and quarterly sales cycles. S/he will also be asked to participate in special process improvement projects as needed.

Supervisory Responsibilities:

· Assist in the recruiting, interviewing, hiring, and training of new staff on the team, as needed. 

· Provides constructive and timely performance evaluations, following Lignetics’ Performance Management program guidelines.  

· Oversee the workflow of the team. 

· Provide coverage for Team Members in times of absence.

· Assist Manager with data and reports, as needed.

Order Management:

· Regularly review Order Book and EdgeVu Sales Dashboard to ensure orders are processed in a timely manner to meet monthly projections.

· Conduct pricing audits to ensure order entry accuracy of the team. 

· Troubleshoot problems with the CSR team or at the plant level that are stalling order processing. 

· Correct mis-shipments with the team and process all credit notes pertaining to the team. 

· Inform team of monthly allocations per channel/customer and monitor over/under of allocations.

· Ensure the team is properly rolling over or cancelling orders as needed for Billing Estimate accuracy. 

Monthly & Quarterly Sales Activity:

· Responsible for pricing accuracy & maintenance following the practices established in the Order to Cash program for his/her team.

· Manages team’s deployment of quarterly pricing announcement.

· Partners with Sales Operations to finalize allocations each quarter.

· Ensures quarterly order entry is managed, and metrics are gathered on quarterly participation and order cancellation.

Forecasting

· Participate in SKU demand planning, focusing on oversold months. Collaborate with National Accounts Customer Service Manager to provide Operations with detailed feedback on SKU production planning.

· Assist with forecasting needs for house accounts (Inside Sales).

Customer Management & Outside Sales Partner:

· Partner with Sales Operations to create and deploy training programs for new customer order management within assigned sales channels.

· Partner with customers and outside sales team to onboard new customers or address existing customer order requirements. 

· Assist Sales teams with mid-month updates to Billing Estimate.

Required Skills/Abilities: 

· Excellent interpersonal and customer service skills.

· Excellent organizational skills and attention to detail.

· Excellent time management skills with a proven ability to meet deadlines.

· Strong analytical and problem-solving skills.

· Strong supervisory and leadership skills.

· Proficient with Microsoft Office Suite or related software.

Education and Experience:

· High school diploma. Associates degree or above is a plus.

· Experience in a supervisory role preferred, but not required. 

#ID23