Key Responsibilities
Sales Administration Management
- Lead and manage global sales administration operations.
- Oversee quotation, order processing, pricing control, and contract administration.
- Ensure timely and accurate order fulfillment and customer communication.
- Develop and improve sales operation processes and policies.
- Monitor sales forecasts, pipeline reporting, and order backlog management.
- Support regional sales teams with business analytics and operational insights.
- Manage CRM systems and ensure data accuracy and completeness.
- Develop sales operational KPIs and performance dashboards.
Global Service Management
- Lead global customer service and technical support organizations.
- Develop and implement worldwide service strategies and standards.
- Establish and monitor Service Level Agreements (SLA) across regions.
- Oversee warranty management, RMA operations, and service quality performance.
- Manage field service, technical support, repair centers, and spare parts operations.
- Drive customer satisfaction improvement and service process optimization.
- Develop service business models and increase service-related revenue.
- Standardize service procedures, documentation, and training programs globally.
Customer Experience & Service Excellence
- Act as escalation point for critical customer service issues.
- Build strong relationships with key customers, distributors, and channel partners.
- Monitor customer satisfaction metrics and improvement actions.
- Lead customer complaint resolution and root cause analysis initiatives.
- Ensure best-in-class customer service practices across global organizations.
Business Process Improvement
- Lead CRM, ERP, and Service Management System improvement projects.
- Drive digital transformation initiatives within sales and service functions.
- Implement Lean and continuous improvement methodologies.
- Develop automation and reporting tools to improve operational effectiveness.
- Optimize global workflow and service efficiency.
Leadership & Team Development
- Align regional sales administration and service teams.
- Set operational objectives, KPIs, and performance goals.
- Coach and mentor team members to build future leadership capabilities.
- Foster a customer-centric and high-performance culture.
- Collaborate with cross-functional teams to achieve business objectives.
