Sales Operations Manager

Sales Operations Manager - Full-Time (Exempt)

GNCO, Inc. | Brooklyn Heights, OH

Reports To: Director of Internal Operations

Benefits: Health, Dental, Vision, 401(k), Paid Time Off

JOB SUMMARY

The Sales Operations Manager is responsible for leading and developing the Sales Coordinator team while driving efficiency, accuracy, and consistency across sales operations processes. This role combines direct people leadership, including coaching, training, and performance development, with oversight of sales support workflows and cross-functional coordination among Sales, Customer Service, Operations, and Production. The Supervisor serves as the primary escalation point for the team and plays a key role in building a high-performing, customer-focused, and engaged department.

ESSENTIAL FUNCTIONS

Sales Operations Management

• Oversee the accurate and timely processing of sales orders, quotes, contracts, and related documentation.
• Ensure team compliance with established sales operations procedures, pricing guidelines, and customer communication standards.
• Serve as the primary escalation point for complex customer, order, and operational issues.
• Partner with Sales, Customer Service, Operations, and other departments to support efficient order fulfillment and customer satisfaction.
• Balance workload and resources to maintain service levels and operational efficiency.

Team Leadership & Development

• Lead, coach, and develop a team of Sales Coordinators, providing daily direction, performance management, and ongoing support.
• Oversee onboarding, training, and cross-training initiatives to ensure consistent execution of processes and service standards.
• Foster a collaborative, accountable, and customer-focused team environment.
• Address performance concerns proactively, including documentation and corrective action in partnership with Human Resources.

Process Improvement & Business Support

• Develop, maintain, and improve sales operations processes, workflows, and standard operating procedures.
• Identify opportunities to improve efficiency, reduce errors, and enhance the customer experience.
• Support the implementation of process improvements, system enhancements, and operational initiatives.
• Monitor operational and departmental metrics to identify trends, risks, and improvement opportunities.

Inventory Planning & Analysis

• Monitor inventory levels, turnover, lead times, and product availability to support customer demand.
• Partner with Sales, Operations, and Production teams to support inventory planning and demand forecasting activities.
• Analyze inventory performance, investigate discrepancies, and recommend corrective actions.
• Track and report on key inventory performance indicators.

Reporting & Communication

• Prepare, analyze, and communicate reports related to sales operations, inventory, order accuracy, and team performance.
• Provide leadership with regular updates on workload trends, performance metrics, and continuous improvement initiatives.
• Maintain accurate documentation, training materials, and process resources.
• Perform other duties as assigned.

POSITION QUALIFICATIONS

EDUCATION

• Bachelor's degree in Business, Sales, Operations Management, or a related field (or equivalent experience).

EXPERIENCE

• 3-5 years of experience in sales operations, sales support, or a related administrative/operations function.
• 1-3 years of supervisory, team lead, or people leadership experience preferred.
• Experience with CRM/ERP systems (e.g., Salesforce, Dynamics 365, or similar).

ADDITIONAL REQUIREMENTS

• Demonstrated ability to coach, mentor, and develop team members at varying experience levels.
• Strong project management, organizational, and time management skills; able to prioritize competing demands.
• Proficiency in Microsoft Office Suite, with strong Excel skills.
• Excellent written and verbal communication skills, with the ability to convey information clearly to internal teams and external customers.
• Sound judgment in handling confidential and sensitive personnel or customer matters.
• Comfortable operating in a multi-entity or multi-company environment.
• Calm, solutions-oriented approach to problem-solving and conflict resolution.

Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.