Director of Sales Process & Operations - Multiple Locations

Job Description

Job Description

*Factors that may be used to determine your actual salary include your job specific skills, education, training, job location, number of years of experience related to this role and comparison to other employees already in this role.

*The ideal candidate lives and works within DSG's footprint, within commuting distance of a DSG branch. Opportunities for hybrid work may be available for well-qualified candidates.

DSG is seeking a Director of Sales Process & Operations to join our team. As a Director of Sales Process & Operations, you will lead the standardization, governance, and continuous improvement of commercial execution processes across DSG . Reporting to the COO, this role is responsible for defining how sales and customer service execution works within the organization—ensuring consistent workflows, behaviors, service expectations, and transactional discipline across branches, regions, and segments.

This role serves as DSG’s enterprise leader for sales and customer service process execution within the Eclipse ERP environment, with ownership of workflows related to order entry, quote management, pricing execution, customer service operations, job management functionality, returns processing, warranty administration, communication standards, and sales support processes.

As an individual contributor with strong cross-functional influence , this position partners closely with Sales, Operations, Supply Chain, IT, Pricing, Purchasing, Finance, and Branch Leadership to improve execution consistency, operational efficiency, customer responsiveness, and service quality across the enterprise.

The Director of Sales Process & Operations is also responsible for governance and optimization of commercial workflows within Eclipse , including ERP authorization structures, role-based access, workflow standards, and process controls that support scalable and disciplined operations.

This role requires deep operational expertise in wholesale distribution sales and customer service processes, strong functional mastery of Eclipse ERP, and the ability to drive practical, field-adopted process improvement across a decentralized organization. Travel up to 25% of the time may be required.

At DSG, we are dedicated to building futures one job at a time. Starting with yours. As an ESOP, we are a community of peers, first and foremost. And we focus on cultivating an environment of respect, teamwork and growth. Where your career path is rich with possibilities. Where every success is shared. And where every challenge is overcome together. For more than a century, we’ve delivered more than supplies, we’ve offered true partnership and valuable solutions. By continuing to empower the future of our vendors and customers, we will empower a future of ongoing success for all of us.

A Typical Day in the Life of a Director of Sales Process & Operations at DSG:

• Serve as the enterprise owner of sales and customer service process execution standards across DSG, ensuring consistency, scalability, and operational discipline across branches and regions.
• Define, standardize, and continuously improve workflows related to order entry, quote entry, pricing execution, customer maintenance, order management, returns processing, warranty administration, customer communication, and service recovery processes.
• Establish and maintain execution standards for inbound and outbound sales activities, customer follow-up expectations, utilization of phone and text communication platforms, and sales/customer service responsiveness.
• Lead process governance and operational discipline surrounding quotation workflows, job management functionality, pricing overrides, transaction management, and customer account management within Eclipse.
• Serve as DSG’s functional expert for Eclipse sales and customer service workflows, identifying opportunities to improve usability, efficiency, accuracy, and consistency across the organization.
• Own ERP authorization management and governance for sales and customer service functions, including role-based access, approval structures, transaction permissions, workflow controls, and segregation of duties.
• Establish operational standards and process governance for returns, credits, warranty claims, and vendor recovery processes to ensure consistent customer experience, timely resolution, financial accuracy, and accountability across the organization.
• Partner with Supply Chain, Operations, Purchasing, and branch teams to improve coordination and execution surrounding damaged goods, returns handling, warranty processing, vendor claims, and customer issue resolution.
• Partner with Sales Leadership and Branch Leadership to reinforce consistent sales and customer service behaviors that improve customer experience, execution quality, productivity, and operational consistency.
• Define and improve handoff processes between Sales, Customer Service, Warehouse, and Delivery teams to reduce friction, improve communication, and enhance service execution.
• Partner with IT and ERP teams to improve workflow functionality, system utilization, process integrity, and operational reporting within Eclipse.
• Identify operational breakdowns, inconsistencies, and process inefficiencies; lead root cause analysis and implement sustainable corrective actions.
• Establish and monitor operational KPIs related to quote quality, order accuracy, pricing execution, response times, workflow compliance, returns processing, warranty administration, customer service effectiveness, and execution consistency.
• Support branch and regional teams through field engagement, process coaching, workflow observations, and practical operational improvement initiatives.
• Drive adoption of standardized commercial workflows while balancing operational discipline with practicality and ease of execution for frontline teams.
• Partner with Learning & Development to create training, onboarding, and reinforcement programs tied to sales and customer service process standards.
• Lead cross-functional initiatives related to commercial workflow optimization, operational efficiency, customer experience improvement, and execution consistency.
• Lead implementation and adoption of new technologies drive efficiencies and improve the overall customer experience.
• Define and design workflows for new technologies to enhance and redefine the operational processes within the organization.
• All other duties as assigned.

A Successful Director of Sales Process & Operations Typically Has:

• ERP & Systems Expertise

• Working knowledge of Eclipse ERP, including reporting, security permissions, and standards governance
• Experience serving as a decision-maker on system standards and data/security integrity

• Industry & Commercial Acumen

• Experience in wholesale distribution environments
• Multi-segment knowledge across electrical, HVAC, and plumbing businesses preferred
• Strong understanding of demand planning and sales processes

• Operational Leadership & Influence

• Proven ability to build strong cross-functional partnerships and lead through influence without direct authority
• Comfortable operating as a standards owner in a decentralized, multi-site environment
• Skilled at aligning diverse stakeholder perspectives while maintaining enterprise consistency

• Process & Continuous Improvement

• Experience in process engineering, standardization, and continuous improvement initiatives
• Demonstrated success developing and implementing scalable processes across multiple locations
• Ability to balance standardization with real-world business needs, flexing only when necessary

• Multi-Site Execution

• Experience working across multiple branches or sites with accountability for adoption and execution
• Ability to drive consistency while respecting segment and branch-level operating realities

• Communication & Capability Building

• Ability to teach, guide, and influence others in system and process adoption (not a formal trainer role)
• Strong communication skills with the ability to simplify complex processes for practical application

• Problem Solving & Decision Making

• Solution-oriented mindset with the ability to navigate ambiguity and drive outcomes
• Proven ability to manage differing opinions, resolve conflict, and move teams toward alignment

• Work Environment & Travel

• Valid Driver’s License and acceptable driving record
• Willingness to travel regularly (estimated up to 25% of the time) and spend time in the field with branch teams

At DSG, We Offer Benefits Built for You:

• We are proudly 100% employee owned , which means your hard work and decisions directly benefit not only the success of the organization, but also your individual Employee Stock Ownership Plan (ESOP).
• We are highly committed to your training and development , offering personal and professional development opportunities and unlimited growth potential.
• We offer competitive compensation packages based on your experience and potential.
• You will receive generous Paid Time Off (PTO) and Extended Medical Leave (EML) allowances.
• Our comprehensive benefits package, including medical, dental, and vision , also offers a multitude of other perks such as life insurance, short- and long-term disability, and a Health Savings Account (HSA) with employer contribution , among many others.
• We know the importance of family, and offer various family planning and childcare savings opportunities, including paid parental leave, adoption assistance, infertility assistance , and a Dependent Care Flexible Spending Account (FSA) .
• You will have the opportunity to prepare for your future through multiple retirement savings opportunities, including a 401(k) with employer match and ESOP .
• You will receive a discount on all DSG-supplied products .
• We believe in giving back to our communities and hope that you will too, which is why we offer paid volunteer hours in addition to PTO.