Now Hiring - Director, Sales Operations, Insights & Customer Experience in Palo Alto, CA

Responsibilities including but not limited to:

• Proactively maintain company database in Customer Relationship Management and ERP software system.• Collaborate throughout the company with multiple departments including Sales, Accounting, Inventory Management, Quality Assurance, Marketing, Shipping, etc.
• Partner with and become the main internal company contact for the field sales teams
• Establish new customers in CRM data base
• Draft customer quotes and keep track of open opportunities
• Manage sales orders received by phone, fax, email and electronic data interchange (EDI) and coordinate with shipping
• Keep track of invoices and payments
• Understand manufacturing status and sales projections ensuring proper inventory
• Run sales operation reports
• Participate in project team meetings in order to provide ideas, methods or changes to processes to improve customer satisfaction and overall efficiencies
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Recognize a customer complaint and forwards to the appropriate personnel based on Quality Policies and Procedures
• Verify customer pricing and process special instructions for handling
• Work with the Accounts Receivable Team for timely resolution of order discrepancies
• Release standing orders in accordance with pre-determined shipping dates
• Have a good product knowledge and understanding of market
• Perform other job-related duties as assigned

Requirements:

• Able to lead with a quality of listening that includes diplomatic verbal and written communication skills
• An organized individual, able to work in a fast-paced environment and comfortable with managing multiple tasks through prioritization
• Knowledgeable of CRM and ERP systems
• Able to interact with customers and sales representatives to address delicate situations in a professional manner
• Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information preferred
• Attention to detail; data entry accuracy
• Demonstrate best in class telephone etiquette
• Requires knowledge of company products and customer service activity