Customer Sales Operations

Role Overview
The Sales Operations Specialist proactively manages the day-to-day customer and sales operation, to deliver flawless customer experience, and owns delivery of the 0-3 months revenue target through disciplined forecast monitoring (demand control) and execution. This position is the sole point of contact for all customer and distributor queries and escalations. The role is responsible for optimising sales processes, systems, data, and performance to enable the sales organisation to operate efficiently and effectively in supporting growth ambitions. This role partners closely with Sales Leadership, Finance, Marketing, Operations and Customer Centricity to Champion Customer Intimacy, provide operational excellence, actionable insights, and scalable processes that drive revenue growth and meet/exceed customer expectations. Ad hoc travel may be required to support the business requirements.

Key Responsibilities

• Own delivery of the 0–3 month revenue plan through disciplined demand control, monitoring bookings, backlog, forecast and supply position to identify risks early, drive actions, and remove blockers that impact near-term revenue.
• Own the 0–3 month demand control process by reviewing forecast, backlog, supply constraints and shipment outlook, identifying revenue risks and opportunities early, and driving clear recovery or pull-in actions with Sales, Supply Chain and Operations. Ensure Future Master is updated to reflect changes in the 0–3 month window.
• Review backlog and shipment commitments, validating forecast versus open orders, identifying pull-in or push-out opportunities, prioritising constrained supply against revenue impact, coordinating recovery plans for shortfalls, escalating material risks, and updating Future Master and related demand signals to reflect agreed actions.
• Proactively identify and propose suitable alternatives (product substitution), confirm availability and commercial impact, obtain required approvals, and updating quotes, orders and customer communications accordingly.
• Own and continuously improve end-to-end sales processes, from lead management and forecast accuracy through to order administration, order fulfilment and after-sales service, identifying bottlenecks and implementing scalable solutions by defining system requirements, managing enhancements, and working with IT or external partners on system improvements.
• Ensure consistent execution of sales policies, procedures, and governance across the organization.
• Identify sales process inefficiencies and lead initiatives to streamline workflows, reduce friction points, and improve customer journey and productivity.
• Manage Microsoft Dynamics CRM and ERP data quality: customer master data, pricing/discount structures, product set-up, territory/account assignments and user support (in line with governance).
• Utilise Microsoft Dynamics CRM as a relationship management and sales enablement tool, driving CRM adoption and user compliance. Register and manage all customer activities, including appointments and actions, in CRM.
• Produce and maintain recurring sales performance reporting, including pipeline, bookings, backlog, revenue, and forecast accuracy, and provide actionable insights to Sales leadership.
• Ensure commercial policy and profitability by confirming pricing, discounts, and key terms are applied correctly
• Partner with Finance on credit, invoicing, and returns
• Act as the sole point of contact for customers and distributors on operational topics with all related queries and escalations routed through Sales Operation

Criteria skills

• Strong commercial acumen with expertise in pricing, deal economics and sales operations across the quote-to-cash lifecycle.
• Excellent stakeholder management skills and a passion for delivering a flawless service to customers, able to work effectively cross functionally.
• Clear and effective communication skills (written and verbal); ability to manage customer expectations and proactively influence the outcome.
• High attention to detail and strong process discipline
• Strong analytical and problem-solving skills; able to translate data into clear actions and recommendations
• Advanced Excel skills (pivot tables, lookups); experience with BI/reporting tools (e.g., Power BI/Tableau) is an advantage
• Strong proficiency with Microsoft Dynamics CRM (Dynamics 365) and confidence working across CRM and ERP.
• 3-5 years’ experience in Inside Sales, Sales Operations, or Customer Service within a multinational manufacturing organisation.
• Demonstrated experience supporting sales teams and senior leadership.
• Experience in process improvement, forecasting, and sales performance management.
• Experience working with an ERP system (e.g., SAP, JD Edwards, Oracle or similar) and understanding of order management and master data
• Strong proficiency in Microsoft 365 (Excel, PowerPoint, Teams)
• Third-level qualification in Business, Finance, Analytics, Operations or a related discipline (or equivalent experience).