We are seeking a proactive professional to lead sales operations, customer support, order processing, quotations, and client coordination. Preferably exposure to ELV Systems, ICT/Technology Solutions and B2B project-driven environments with knowledge of the Saudi market.
Team Leadership & Supervision
- Supervise, mentor, and schedule the sales support and customer support team, allocating workload across active accounts and enquiries.
- Set individual and team performance targets; conduct regular one-to-ones and performance reviews.
- Onboard and train new team members on CRM tools, quotation templates, escalation procedures, and company processes.
Sales Operations Support
- Oversee preparation and quality control of quotations, proposals, and commercial documentation ahead of client submission.
- Coordinate with the sales/business development team to track opportunities, follow up on pending quotes, and maintain pipeline hygiene in the CRM.
- Liaise with procurement and vendors to confirm pricing, lead times, and product availability for customer-facing offers.
- Ensure accurate and timely processing of purchase orders, sales orders, and contract documentation.
Customer Support Management
- Act as the escalation point for customer queries, complaints, and service issues, ensuring timely resolution and clear communication.
- Monitor response times and case aging; enforce SLA adherence across the support queue.
- Coordinate with technical/project teams on after-sales support, warranty issues, and service requests.
- Maintain a structured log of customer interactions, recurring issues, and resolution outcomes.
Process, Compliance & Cross-Functional Coordination
- Maintain and continuously refine SOPs for sales support and customer support workflows.
- Ensure documentation and approvals align with internal governance, procurement policy, and contractual obligations.
- Coordinate handoffs between sales, operations, project delivery, and finance to avoid delays or miscommunication.
- Support audits and internal reviews by keeping records organized and readily retrievable.
Reporting & Continuous Improvement
- Prepare weekly/monthly dashboards on quotation turnaround, order status, customer satisfaction, and support ticket metrics.
- Identify bottlenecks in the sales-to-support cycle and propose process improvements.
- Present performance summaries and improvement recommendations to management.
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