Sales Operations Specialist
UPS Supply Chain Solutions
Total years of experience :17 years, 5 Months
Analyzes field performance data such as headcount, productivity, utilization and sales lead activity to identify risks, opportunities, churn and trends
Organizes data and generates deep customer insight to enhance sales force productivity and effectiveness
Delivers analytical and decision support to management for corporate initiatives
Trains the Sales team how to navigate SalesForce.com and other systems. Offers training on updates and new features, as needed
Performs quality assurance & data integrity checks located in our CRM System, SharePoint and Sales dashboard prior to end user delivery
Reviews discounting analysis, profitability and identification of potential risks and/or opportunities that can affect performance, growth and strategic positioning within accounts.
Act as a subject matter expert in regards to the sales process, policies, and procedures. Thus, implementing programs to support sales excellence which includes best practices and guided selling, onboarding and sales methodologies
Evaluates sales processes and systems to continuously improve sales support activities. Identifies opportunities for improvement and proposes appropriate solutions. Coordinates the deployment of new or modified business systems and procedures required for a successful operation of the forecast solution.
Executes and completes any sales operations projects, including but not limited to, marketing campaigns/initiatives and events
Support other Sales & Customer Experience operations team projects related to sales planning, forecasting, reporting, or territory optimization as needed
Collaborates with other departments and functions as needed, including Operations, Finance, Customer Service, IT and Marketing to improve reporting and tracking from our in-house systems
Improves and manages sales incentive structure to ensure that sales goals are aligned with the company’s revenue targets.
Created inovative "call center within a call center" concept that distributed calls based on area of origination to specially trained operators. Significant reduction in calls realized. Developed activity forecasts assumptions and produced detailed, accurate daily/weekly/monthly forecasts that drove workforce schedulling. Developed short and long-term staffing schedules in conjunction with activity forecasts to not only ensure service meets customer expectations, but also improve employee engagement performance.
• Customizing services to Major holders, thus providing them personal/dedicated customer experience such as extending and out of the box service.
• Timely record accurate information in the system to enable global visibility & consistency.
• Identify and act on potential selling opportunities to retain revenue, whilst providing suitable solutions to customer’s requirements.
• Setting and complying with the customer’s standard operating procedure.
• Proactively provides accurate pricing & information, necessary paperwork and any special instruction based on their needs.
• Build, grow and maintain an excellent relationship with the Major Account customers in order to foster satisfaction, loyalty and advocacy.
• Administers complaint files to closing point, daily/weekly/monthly status & performance report, claims for missing & damaged goods, letter of credit, etc.
• Coordinates with Accounts Dept. to ensure they are billed/invoiced correctly.
• Provides suitable solutions relating to problem shipments or complaints, that satisfies their needs and enhances their loyalty.
• Organize and perform customer visits in order to establish the relationship.
• Formulates written communication request providing accurate, complete and professional information detailing the specific requirements.
• Providing customers with professional telephone and email communication during inbound transaction and enquiry.
• Provide customers with accurate product and pricing information.
• Ensures that customers are aware of necessary paperwork and special instructions.
• Sell premium products to the customers.
• Converts price and transit time enquiries into bookings.
• Pass unconverted price enquiries to sales via leads.
• Deals with booking exceptions and/or with cross-boarder booking.
• Checks collection availability from sending customer and arranging consignment note completion.
• Enters the required data into the booking system to facilitate correct and complete consignment collection.
• Deals with import and export shipments.
• Comply with the Internal Communication and Escalation Policy.
1 being the highest