CRM & Sales Operations Supervisor

Ain El Sokhna, Ain El Sokhna, Egypt

Full Time

Manager/Supervisor

Job Purpose:
Monitor Order to Deliver - OTD progress and be responsible for administrative duties and assisting the sales department in gaining and keeping customers. Responsible for the CRM implementation of strategies, plans, and systems in place to take the business - customer relationships to higher level.

Job Responsibilities:
Sales Operations

Develops and updates technical specifications’ flyers for the model range to ensure that the sales channels and customers are getting the product information in its best layout & customers are full understanding for the product and getting the product information in its best layout based on brand CI.
Issues product preparation in terms of flyers, brochures, and specs sheet upon approval in coordination with Commercial head.
Provides any necessary data or reports to the sales team and other concerned stakeholders.
Handles administrative duties for the sales department.
Identify and develop new opportunities between current customers and new customers.
Ensures effective Sales operation cycle (within Operations, Finance and Supply Chain departments) in terms of service level and quality monitoring.
Follows up to ensure that all pre-requisites for delivering a sold product to the customer (including the invoicing) are fulfilled before the promised delivery date and provides progress reports to sales.
Assists in the preparation of quotations / tender documents / contracts.
Supports sales and marketing in collecting and distributing sales lead information.
Updates all contact information for clients and makes sure that all the full data on system.
Updates the customers file on the company shared folder by the scanned contract, Annexes, renewal, and any other documentation will be needed further.
Manages customer complaints and ensures customer satisfaction is achieved at its highest levels.
Deals with customer queries and complaints.
Follows up with customers to make sure that they are satisfied with the services.

CRM:

Assist in the implementation of CRM strategy and develop best practice for process and related operational aspects.
Ensure all channels of complaints are handled in a professional manner.
Manage daily complaints & handle escalated cases.
Implement mechanisms for tracking, handling, and escalating customer complaints.
Identify and track KPIs for Customer Relations, and devise plans and initiatives for improvement.
Generate reports on various CRM sales data, Analytics, and other data.
Work closely with all departments to ensure the CRM works effectively for all aspects of the company.
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics.

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CRM & Sales Operations Supervisor

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