As the Sales Operations Manager leading the "Order to Cash" (OTC) Team, you will play a pivotal role in ensuring the efficiency and effectiveness of our sales operations processes from Sales Order conversion to cash collection. You will be responsible for managing the end‐to‐end order management process, overseeing billing, invoicing, and collections activities, collaborating with cross‐functional teams to optimize the order to cash cycle.
Your leadership extends to a team of individuals both in‐market and offshore, entrusted with executing the daily tasks of Order updates, Sales Order Fulfilment, Print/processing, and RMA/credits. Your ability to educate and foster the growth of this team will be pivotal to achieving operational excellence and delivering on our objectives.
This position demands a strategic mindset, strong analytical skills, and the drive to improve processes to enhance operational performance and customer satisfaction. Reporting directly to the Director of Sales Operations, you will be the subject‐matter expert on OTC, partnering with the LTO manager for functional improvements.
Your key stakeholders are Sales Operations LTO, Deployment, Account Management, and Finance. Building and maintaining relationships with all these key stakeholders to ensure their processes are followed through and completed is crucial to success in this role. Acting as the glue in the middle to cradle the orders through from creation to cash collection is essential.
Role Accountabilities
* Team Leadership
* Serve as the primary contact for all Sales Order related escalation enquiries.
* Develop and deliver training programs to onboard new team members and enhance the skills of existing staff.
* Provide ongoing coaching and feedback to team members to support their professional development and career growth.
* Identify and manage strategy for uninterrupted coverage of critical daily, weekly, monthly, quarterly, and annual OTC tasks. Report strategy to leadership monthly.
* Order to Cash Process Management
* Accountable for the "Order to Cash" phase of the sales order process.
* Key stakeholder for Sales Ops in providing updates on the "Revenue Blocker Summary" to the wider business.
* Manage end‐to‐end Order to Cash processes for US business & lead a team of staff to deliver on KPI targets.
* Develop and document Order to Cash process for each Customer, driving continuous improvement opportunities.
* Conduct monthly knowledge‐sharing sessions for process improvement.
* Sales Order & Invoice Processing
* Ensure accurate data is maintained on Sales Orders to support supply chain and deployment activities, working with GSS offshore team to rectify process breakdowns and bottlenecks.
* Work closely with Supply Chain to ensure accurate fulfilment dates and warehouse data is maintained.
* Cross Functional Collaboration
* Collaborate with Finance for accurate customer data and invoice issue resolution.
* Close collaboration with AM and Deployment teams to ensure Sales Order data is accurate to drive correct deployment & invoicing activity.
* Deploy OTC staff to cover cross‐functional meetings and establish process to ensure team ownership of follow‐up and delivery of successful outcome.
Role Requirements
* Bachelor's degree in Business Administration, Management, or related field.
* Proven experience in sales order management or a similar role, with at least 2–3 years in a leadership position.
* Strong leadership and team management skills, with the ability to motivate and inspire team members.
* Excellent organizational and time‐management abilities, with a focus on attention to detail.
* Proficiency in using sales order management software and Microsoft Office Suite.
* Analytical mindset with the ability to interpret data and make data‐driven decisions.
* Effective communication and interpersonal skills, with the ability to collaborate cross‐functionally.
Benefits
The benefits include an annual market‐competitive bonus program and our "Thrive Program" which includes a suite of flexible work options because we're strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritise our health and well‐being (virtual yoga or meditation sessions), a Global Wellness paid day off to recharge, and a "Give Back Day" to allow our Crew an opportunity to make an impact in the community.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).
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