GU Energy Labs
About GU Energy Labs
GU is a family-owned market-leading global sports nutrition brand and we are looking for a
Sales Operations Manager
to join our team! About the Role
We are looking for a
Sales Operations Manager
with experience in dealer/customer service, account management, logistics, order fulfillment, and data analysis. The Sales Operations Manager is responsible for directing the work of the Dealer and Customer Service Team and external warehouse. This role works closely with sales managers, independent sales representatives, and internal Marketing and Operations teams to manage and improve day to day order flow and outgoing logistics. The SOM is responsible for all domestic and international order fulfillment, outbound logistics, B2B, and sales operations. This is a retailer and customer focused process driven management position requiring equal parts dealer/customer advocacy and critical analysis of processes. Key Responsibilities
Responsible for providing consistent and quality dealer/customer service to our clients by leading and developing our Dealer and Customer Services Team, consistently striving to improve service levels to the highest possible standard. Sets annual department goals that are in line with corporate strategic objectives. Works with VP of Sales to provide the team with effective training, motivation, and leadership to meet department goals. Coaches and coordinates outbound service communication efforts to specialty dealers and all accounts assigned to D&CS team. Develops scripted responses to common questions, then challenges and trains staff on nuance of such responses. Ensures team is operating as cohesive group that imparts consistent information to dealers/customers while setting appropriate expectations. Lead efforts to give visibility to the department and to create opportunities for integration with sales and marketing. Responsible for confidently handling dealer/customer exception situations on behalf of team with assistance from VP of Sales and other departments as necessary. Liaise between Sales, Marketing and Production teams to identify and resolve potential and ongoing order fulfillment issues as well as respond to special requests. Oversees the quality control process for large domestic and international orders. Determines and tracks metrics related to shipping volume, accuracy and efficiency. Publish results and conclusions for sales manager review. Manages all EDI processes including setting up new EDI dealers, integrating EDI document flow between third party EDI provider, and in-house software and third party fulfillment operations. Builds D&CS team skill set to optimally support rapid growth and meet complex major dealer operational expectations. Manages sales operations support to VP of Sales and sales reps for all Accounts: SKU setup, communications on availability, pricing updates, promotional support, marketing collateral, and areas for improvement. Tracks and reports on progress to VP of Sales and Acct Reps on an ad hoc basis. Creates and refines processes to provide the highest possible dealer/customer service and manage down errors and chargebacks throughout the order process. Proactively understands and responds to the changing demands and goals of the company, dealers, and customers as they arise. Works to match internal capabilities with external demands to ensure quality results. Exercises judgment while resolving dealer/customer issues or concerns including but not limited to pricing, transportation, and inventory needs. Monitors external warehouse order volume and timeliness. Provides report to insure on time fulfillment. Responsible for maintaining dealer/customer and ship to master records and setting up sales promotion in business software. Maintains master rep and retailer contact lists and works with marketing department to send email communications. Maintain B2B connection and setup. All table updates and new Sales Program setup. Proactive process improvement for all aspects of order management and fulfillment. Qualifications
Bachelor’s degree required. Prior dealer/customer service experience (1-3 years). At least 2 years of leadership experience staffing, developing and motivating teams. Exceptional attention to detail and obsession with exceeding expectations in support of all constituencies. Ability to manage communication around deadlines and assignments. Experience with order management software and related process improvement initiatives. Use of Microsoft Business Central required. Experience with Amazon’s Vendor Central and Walmart’s Retail/Supplier Link. Additional computer system and software proficiency required, including EDI & Excel. Experience with PlumRiver and Shopify preferred. Demonstrated experience in managing projects for sales process or program implementation from concept to completion. Must be able to function effectively as a leader in a team environment and earn the respect of team members through actions and contributions. Ability to make decisions and take-calculated risks to satisfy dealer, customer and company expectations and requirements. Ability to work independently and as part of a virtual team where open, collaborative communication is expected. Exceptional written and verbal (phone and in-person) communications skills.
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GU is a family-owned market-leading global sports nutrition brand and we are looking for a
Sales Operations Manager
to join our team! About the Role
We are looking for a
Sales Operations Manager
with experience in dealer/customer service, account management, logistics, order fulfillment, and data analysis. The Sales Operations Manager is responsible for directing the work of the Dealer and Customer Service Team and external warehouse. This role works closely with sales managers, independent sales representatives, and internal Marketing and Operations teams to manage and improve day to day order flow and outgoing logistics. The SOM is responsible for all domestic and international order fulfillment, outbound logistics, B2B, and sales operations. This is a retailer and customer focused process driven management position requiring equal parts dealer/customer advocacy and critical analysis of processes. Key Responsibilities
Responsible for providing consistent and quality dealer/customer service to our clients by leading and developing our Dealer and Customer Services Team, consistently striving to improve service levels to the highest possible standard. Sets annual department goals that are in line with corporate strategic objectives. Works with VP of Sales to provide the team with effective training, motivation, and leadership to meet department goals. Coaches and coordinates outbound service communication efforts to specialty dealers and all accounts assigned to D&CS team. Develops scripted responses to common questions, then challenges and trains staff on nuance of such responses. Ensures team is operating as cohesive group that imparts consistent information to dealers/customers while setting appropriate expectations. Lead efforts to give visibility to the department and to create opportunities for integration with sales and marketing. Responsible for confidently handling dealer/customer exception situations on behalf of team with assistance from VP of Sales and other departments as necessary. Liaise between Sales, Marketing and Production teams to identify and resolve potential and ongoing order fulfillment issues as well as respond to special requests. Oversees the quality control process for large domestic and international orders. Determines and tracks metrics related to shipping volume, accuracy and efficiency. Publish results and conclusions for sales manager review. Manages all EDI processes including setting up new EDI dealers, integrating EDI document flow between third party EDI provider, and in-house software and third party fulfillment operations. Builds D&CS team skill set to optimally support rapid growth and meet complex major dealer operational expectations. Manages sales operations support to VP of Sales and sales reps for all Accounts: SKU setup, communications on availability, pricing updates, promotional support, marketing collateral, and areas for improvement. Tracks and reports on progress to VP of Sales and Acct Reps on an ad hoc basis. Creates and refines processes to provide the highest possible dealer/customer service and manage down errors and chargebacks throughout the order process. Proactively understands and responds to the changing demands and goals of the company, dealers, and customers as they arise. Works to match internal capabilities with external demands to ensure quality results. Exercises judgment while resolving dealer/customer issues or concerns including but not limited to pricing, transportation, and inventory needs. Monitors external warehouse order volume and timeliness. Provides report to insure on time fulfillment. Responsible for maintaining dealer/customer and ship to master records and setting up sales promotion in business software. Maintains master rep and retailer contact lists and works with marketing department to send email communications. Maintain B2B connection and setup. All table updates and new Sales Program setup. Proactive process improvement for all aspects of order management and fulfillment. Qualifications
Bachelor’s degree required. Prior dealer/customer service experience (1-3 years). At least 2 years of leadership experience staffing, developing and motivating teams. Exceptional attention to detail and obsession with exceeding expectations in support of all constituencies. Ability to manage communication around deadlines and assignments. Experience with order management software and related process improvement initiatives. Use of Microsoft Business Central required. Experience with Amazon’s Vendor Central and Walmart’s Retail/Supplier Link. Additional computer system and software proficiency required, including EDI & Excel. Experience with PlumRiver and Shopify preferred. Demonstrated experience in managing projects for sales process or program implementation from concept to completion. Must be able to function effectively as a leader in a team environment and earn the respect of team members through actions and contributions. Ability to make decisions and take-calculated risks to satisfy dealer, customer and company expectations and requirements. Ability to work independently and as part of a virtual team where open, collaborative communication is expected. Exceptional written and verbal (phone and in-person) communications skills.
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