Sales Operations Officer

Overview

Sales Operations Officer role focused on day-to-day sales support and customer service for assigned accounts with primarily indirect sales. Acts as a liaison between internal teams, vendor resources, and customers, delivering proactive, timely, and effective communication to meet customer requirements and optimize corporate processes.

Responsibilities

• Responsible for the day-to-day sales support and customer service activities for assigned accounts with primarily indirect sales. Perform sales support functions to provide the highest level of service and customer satisfaction while maintaining efficiencies in corporate operational processes and procedures. Serve as a liaison between internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing and other corporate departments), vendor resources, and customers. Demonstrate a proactive approach and sense of urgency on our customers’ behalf, anticipate customers’ requirements and communicate efforts in a timely and effective manner.
• Order Processing : process routine / smaller customer orders accurately and timely by reviewing POs for accuracy, freight terms, transportation, pricing, technical specifications, part numbers and any other unique customer requirements. Resolve discrepancies with the customer prior to order entry; enter sales orders into the Arrow ERP system with shared services teams to resolve any complex issues. Review backlog report to determine how to fulfill orders most effectively while balancing product cost, customer delivery expectations and vendor availability.
• Customer Service and Service Requests : meet customer service agreements established in SOW. Respond quickly and professionally to customer requests for information relative to orders and RMAs, as well as confirmations / invoices, credit status, expediting or shipping requirements. Document all customer requests for product returns or maintenance cancellations in an Oracle ERP system. Obtain all related facts and make the decision to accept or reject based on established guidelines.
• Backlog Management, Billing and Resolution of vendor invoice discrepancies and claims : Maintain control of the open backlog of orders, service requests and RMAs from entry through billing. Review open orders and SRs / RMAs to determine if vendors have shipped, are entitled, and / or billed the order or return. Research and resolve vendor invoice variances caused by price, quantity, goods / services receipts, freight and tax discrepancies.
• May manage customer quotes activities in line with customer-specific strategies, quoting processes, and order management.

Qualifications

Location

MY-Penang, Malaysia (Jalan Sultan Ahmad Shah)

Time Type

Full time

Job Category

Business Support

Seniority level

Employment type

Job function

Industries

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