Sales & Service Operation Team Lead

Purpose of this position / Position summary

Reporting to the Head of Sales & Service, the incumbent must possess in depth knowledge in both sales and service operations to support the Head of Sales & Service. To align and improve the operational workflow in Vietnam and ensure the team maintains smooth daily operations and also aligned with the operational workflow in Vietnam with Southeast Asia.

Primary duties and responsibilities

1st level key user for CRM and adapt the new features to daily task

• CRM and CPQ training/refresher course conduct to the sales rep when necessary

• CRM and Mobile X training/refresher course conduct to the engineer when necessary

1. Sales operation

• Sales order processing in CRM, ensure data entry accuracy

• Preparation of sales contract documents

• Maintain shared folder to record all sales related documents

• Coordinate with logistics on deliveries to ensure delivery deadlines can be met

• Coordinate task with sales to ensure smooth operations pre installation (shipment arrival, documents preparation, functional check).

• Work with Sales and service team for tender submission

• Work with finance team in write-off process

• Manage demo and inventory, ensure all local demo loan are updated in system.

2. Service operation

• Handling incoming customer enquires via service hotline and dispatching jobs to Service engineers

• Daily service order processing in CRM, Mobile X, ensure data entry accuracy

• Ensure PM order list is well prepared weekly.

• Ensure service quotations, contracts were well managed.

• Maintain new installation ibase in CRM

• Maintain NPS survey sending in/out on time.

• Maintain Utilization monthly report for service engineer.

• Coordinate with engineers and other business support function for post installation operation (ibase entry and invoicing).

• Work with logistics team to purchase new tools, calibration tools and loan process.

• Work with quality control, sales, service team to assist recall project for product, spare parts.

• Work with logistics to return of defective goods or exchange

• Ensure all spare part inventory are well tracked and tools inventory are calibrated on time.

• Support adhoc project of Med Service team (if any).

• Key user of Service system and can training to the team

3. Leadership

• Able to lead the team of commercial operation specialist and also support in the daily operation.

• Able to identify issues, work and align with stakeholders to resolve.

• Develop and implement department-wide quality control measures to ensure data quality and workflow consistency

• Recommend new procedures for increasing the efficiency of day-to-day operations, recommend actionable improvements

• Active involvement for key projects implemented by HQ to ensure smooth roll-out.

• Ensure compliance to ISO and company’s SOP and procedures are maintained throughout the region

4. Regional Support

• Support the operation specialist in Southeast Asia acting as a knowledge center, resolving issues and providing solution.

• Coaching and educating the operation specialist in Southeast Asia to improve their knowledge on the task performed.

• With the knowledge and expertise, collaborates with BSF to resolve and smoothen operational process bringing across better workflow and productivity.

Any other duties & responsibilities as assigned by the management.

1. Education / Professional Certification

Degree in Business Administration, Foreign Trade or any related fields

2. Experience

7 to 10 years’ experience in supply chain/order processing/ Sales and Service support environment.

Experience in similar industry would be considered an advantage.

3. Knowledge / Skills / Other characteristics

- Proficiency in MS office (Word, Excel, PowerPoint), CRM and sales force.

- Excellent organizing and planning skills

- Good communication and interpersonal skills

- Good command in written English

- Good analytical & problem solving skills & independence working

- Excellent service and sales support skill knowledge

- Pleasant and proactive personality

- Teamwork & high adaptability to new changes

- Leadership and team management