Director of Sales Operations

Overview

The Director of Sales Operations is responsible for leading the administrative functions of Harbor Wholesale's Sales Operations and Customer Service departments in the office, at Harbor's headquarters in Lacey, WA. 

This role ensures operational excellence by optimizing sales support, customer service, department profitability, customer order processing, reporting, and technology to support company growth and deliver exceptional customer experience. This high-profile administrative position requires onsite leadership presence at Harbor's corporate offices, Lacey WA; some hybrid eligibility.  Ability to spend occasional overnights in the field – 2 days per month.

Compensation:  $120-140K with bonus

Benefits Summary: Full line of benefits including medical, dental, vision, life and disability insurance; 401k retirement program with company match; vacation and holidays; and much more.

Key Performance Measurements: 

• Create and deliver engaging, impactful sales training programs tailored to the needs of the sales team, including onboarding, product training, and ongoing skills development.
• Lead and direct sales support team and customer service department including their development, performance and overall effectiveness.
• Lead and support Customer Service Manager with vision, trust and knowledge.
• Assess current customer pricing structures to determine profitability by customers including independent and chain customers.
• Responsible for the maintenance of customer pricing structures and discounts while identifying margin discrepancies.
• Create and communicate reporting and metrics to team; including but not limited to, CPR’s sales reports, customer business review documents, customer compliance and pricing analysis, various customer reporting, and initiative analysis.
• Responsible for updating growth, commissions and spiffs to payroll.
• Support and enhance new hire sales on-boarding process.
• Identify needs and tools to effectively arm sales and leadership team with key business metric reporting.
• Establish, train and promote customer service culture throughout department aligning with company values.  
• Lead Customer Service team to achieve company goals and department objectives. 
• Develop a premier staff of customer service representatives by involving them in meetings, training and continued coaching.
• Maintain clear customer service and sales team training documents and ensure the team is trained accordingly. 
• This position will require cross-functional collaboration between many departments – finance, purchasing, category management, marketing and operations.

Responsibilities

Knowledge, Skills, and Abilities:

• Ability to complete projects from beginning to end.
• Proven experience in sales, sales operations, business analysis, or a related role.
• Strong data analytical skills with the ability to manage and interpret large amounts of data.
• Excellent communication, presentation and interpersonal skills.
• Detail-oriented and highly organized.
• Ability to work independently and collaboratively in a fast-paced environment.
• Must possess exceptional follow through skills.
• Proficient with Microsoft Office applications at the advanced level - primarily, Word, Excel and PowerPoint.
• Ability to spend occasional overnights in the field – 2 days per month.
• Will travel to different warehouses, regions for key trainings and education.
• Capability to put distressed customers at ease and resolve for both company and customers’  mutual benefit.
• Proven track record of providing excellent customer service.

Qualifications

Education and Experience: 

• Bachelor’s degree in business or communication preferred.
• Minimum of five years recent management/supervisory/leadership experience in a high-volume SKU-driven operational environment; multi-location preferred. 
• Minimum of seven years’ related experience and/or training in customer service and/or call center related required.
• 3 years’ experience in field sales preferred.