Title:  Manager Sales Operations

SUMMARY OF POSITION:

Manages, lead, motivates and directs the day-to-day initiatives and programs of the sales support organization.  Participates in the developing of and overseeing implementation, analysis and administration of sales policies, systems and procedures.  Prepares analysis and reports, audits current procedures to monitor and improve efficiency of operations. Ensures effective measures in place to manage and evaluate customer service and inside sales.

DUTIES AND ACCOUNTABILITIES:

1. Responsible for and leads the daily operations for the ECS/America’s sales support group: including customer service, inside sales and sales administrative staff.
2. Responsible for developing and implementing systems for customer service and inside sales to track, evaluate and report “customer satisfaction.” Establishes procedures that eliminate errors and reduce transaction costs. Includes proctoring customer satisfaction surveys for the Americas.
3. Proactively develops and implements effective reporting tools to facilitate the sales management team in achieving sales goals.
4. Manages all sales programs including but not limited to: Ship & Debit, SAP Master Maintenance (including Security access), Annual DC price change, Sales Deals and VPA/Group Price Lists, annual requests for quotation.
5. Works with legal, contracts and IT to ensure tariff amounts are accurately reflected within SAP to ensure proper invoicing to customers.
6. Responsible for implementing and maintaining sales policies and procedures including timely and accurate reporting on performance.
7. Responsible for developing sales training program for new and existing sales personnel related to understanding Bourns processes and procedures on establishing new accounts and all related internal sales tools.
8. Evaluates, recommends and implements improvements to Sales Policies and Procedures.
9. Collaborates with other departments to establish best practice policies with the focus on streamlining activities impacting customer service and sales operations.
10. Proactively develops and implements effective reporting tools to facilitate the sales management team in achieving sales goals including maintenance of Partnership and CRM systems.
11. Develop & maintain competitive cross-reference matrix to allow customer service, sales & FAE teams to identify potential crosses to influence content selling. 
12. Provides analytical ad-hoc reports and data from a variety of sub-systems (SAP, CRM, Tableau and SharePoint) including statistical analysis, productivity and sales related reports.
13. Establishes departmental goals and objectives along with personnel key performance metrics annually.
14. Selects and maintains a competent, motivated and qualified staff of managers and employees.
15. Manages customer metric programs including but not limited to: OTD, Quality, Logistics, Service and Systemic applications to align with customer systems and related customer Scorecards.
16. Supports corporate financial and quality audits providing supporting data as required.
17. Assumes responsibility for all sales/service-related activities that need special attention or where processes have not yet been established to support best practices in problem resolution.
18. Supports all ECS Sales, FAE and Distribution Sales activities as needed.
19. Performs other related duties as required.

BASIC JOB REQUIREMENTS:

EDUCATION: 

A Bachelor’s degree in Business or equivalent mix of education and experience required.  Master’s degree preferred.

TRAINING AND EXPERIENCE: 

Five to Eight years of extensive knowledge of Bourns SAP, Partnership, and CRM systems experience of data mining from multiple systems.  Advanced level of experience in the use of Microsoft Excel, Work, Access and PowerPoint required.  Should have a minimum of 5-8 years of employee supervision experience.

SKILLS & COMPETENCIES

Experience is managing small-to-medium size groups of employees in a collaborative work team environment required.

INTERPERSONAL SKILLS:

Must be a self-motivated individual with excellent written and verbal communication skills.  Must be able to motivate and mentor employees.

VERBAL:

Must be able to present ideas with clarity, effectiveness and ease to Management Sales Personnel and Employee Groups

WRITTEN: 

Must have excellent written skills and be able to present data and programs in a clear and concise manner.

SCHEDULING AND PLANNING:

Must demonstrate ability to multi-task and set priorities.

EQUIPMENT OPERATED:

Personal computer and office software such as MS/Word, MS/Excel, & MS/PowerPoint. Office equipment such as fax, copier and scanner.

WORKING ENVIRONMENT:

Office Environment

HIRING RANGE:

$125,000 to $140,000 annually