The Company
Galvion designs, develops, and manufactures ballistic helmets and dynamic power and data management solutions for the modern battlefield. We are a passionate, global, and fast-paced team working with several strategic partners and are committed to enhancing the overall agility and survivability of the modern warfighter and tactical operator.
THE OPPORTUNITY
The Sales Support Manager will play a vital role in supporting our sales team and ensuring efficient operations throughout the sales process. Primary responsibility will be to provide support to the Revenue team, facilitate communications between various departments and ensure exceptional customer service. This person will lead and oversee ongoing improvement initiatives, as related to enhancing the customer experience. Additionally, this person is responsible for the day-to-day management and coaching of the Sales Support Team. The expectation is occasional travel to the office and some travel to Montreal and Newport, Vermont.
WHAT YOU WILL BE DOING
People:
- Lead the sales support team in promptly addressing all incoming customer requests, ensuring accurate processing and maintaining effective external communications.
- Provide comprehensive training for the Sales Support Team and ensure relevant departments are kept up to date on all changes and updates.
- Collaborate with Accounts Receivable to ensure timely receipt of customer payments.
- Assist Compliance with contracts.
- Oversee hiring and training of new staff.
Process:
- Manage the order fulfillment process from quote to delivery.
- Run order backlog and shipping reports to ensure on-time and accurate delivery targets are understood by respective facilities and sales.
- Adhere to domestic and international export regulations as needed.
- Run weekly order book review meeting with Operations.
- Participate in ongoing efforts to establish processes and best practices for all lines of business to improve customer service performance.
- Create and maintain work instructions for all lines of business.
- Manages the Sales Sample and T&E process.
- Other duties as assigned.
Performance:
- Manage customer feedback data post sales and provide feedback to sales and business units.
- Provides subject matter expertise on ERP systems to team members.
- Manage and train end users on Service Cloud.
- Provide recommendations to improve Service Cloud process
- Ensure process meets ISO standards and prepare for yearly audit.
- Establishes and runs KPI’s for the sales support team.
- Develop expertise in the upcoming ERP upgrade (Syteline)
Knowledge, Skill & Experience Requirements
- Bachelor’s degree in Business or related field or equivalent combination of education and experience.
- 5 to 7 years’ experience in Sales Support.
- Management experience required.
- Working knowledge of international compliance and shipping regulations.
- Keen ability to analyze problems, gathers pertinent data, and recognize/recommend solutions.
- Excellent interpersonal and customer service skills.
- Independent, self-motivated, and ability to work efficiently under tight deadlines.
- Advanced skills in Microsoft Excel required. Proficiency in Word, PowerPoint, OneNote .
- Experience with ERP systems (Syteline preferred) and CRM tools such as Salesforce.
- Maintain professionalism and good working relationships with others.
- Military experience is a plus.
THE TEAM
You will work with a team of passionate and driven individuals who are making a difference for our modern-day war fighters, law enforcement, and EMS.
Galvion provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Galvion complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.