Head of Sales Administration & Global Service_IABG

Key Responsibilities

Sales Administration Management

• Lead and manage global sales administration operations.
• Oversee quotation, order processing, pricing control, and contract administration.
• Ensure timely and accurate order fulfillment and customer communication.
• Develop and improve sales operation processes and policies.
• Monitor sales forecasts, pipeline reporting, and order backlog management.
• Support regional sales teams with business analytics and operational insights.
• Manage CRM systems and ensure data accuracy and completeness.
• Develop sales operational KPIs and performance dashboards.

Global Service Management

• Lead global customer service and technical support organizations.
• Develop and implement worldwide service strategies and standards.
• Establish and monitor Service Level Agreements (SLA) across regions.
• Oversee warranty management, RMA operations, and service quality performance.
• Manage field service, technical support, repair centers, and spare parts operations.
• Drive customer satisfaction improvement and service process optimization.
• Develop service business models and increase service-related revenue.
• Standardize service procedures, documentation, and training programs globally.

Customer Experience & Service Excellence

• Act as escalation point for critical customer service issues.
• Build strong relationships with key customers, distributors, and channel partners.
• Monitor customer satisfaction metrics and improvement actions.
• Lead customer complaint resolution and root cause analysis initiatives.
• Ensure best-in-class customer service practices across global organizations.

Business Process Improvement

• Lead CRM, ERP, and Service Management System improvement projects.
• Drive digital transformation initiatives within sales and service functions.
• Implement Lean and continuous improvement methodologies.
• Develop automation and reporting tools to improve operational effectiveness.
• Optimize global workflow and service efficiency.

Leadership & Team Development

• Align regional sales administration and service teams.
• Set operational objectives, KPIs, and performance goals.
• Coach and mentor team members to build future leadership capabilities.
• Foster a customer-centric and high-performance culture.
• Collaborate with cross-functional teams to achieve business objectives.