Sales Support Manager
Compensation Grade
M3
Country
Singapore
Location
#08-01/02, Perennial Business City, 1 Venture Avenue, Singapore 608521
Job Summary
The Sales Support Manager is responsible to supervise and oversee a team of sales support based in Singapore; ensuring exceptional service delivery, effective parts fulfilment and optimal handling of sales orders. The ideal candidate will exhibit outstanding leadership and problem-solving abilities, with a demonstrated history of improving customer service operations in a regional setting. Proficiency in export and expertise in the SAP Sales Order Module are crucial. The candidate should also be skilled in leveraging technology to boost efficiency and possess a strategic perspective to align customer service initiatives with business objectives.
Key Responsibilities
1. Team Leadership & People Management
Lead, coach, and supervise the regional Sales Support team, fostering a high-performance and customer-centric culture aligned with The Carrier Way.
Set clear performance expectations, provide regular feedback, and support individual development and succession planning.
Identify capability gaps and implement training or process improvements to enhance team effectiveness.
Represent Sales Support in cross-functional meetings and contribute to company-wide initiatives and strategic discussions.
2. Parts Fulfilment & Order Management
Oversee sales order management (end-to-end parts fulfilment) to ensure accuracy, timeliness, and compliance.
Proactively manage and resolve issues related to part shortages, delivery discrepancies, and customer complaints.
Support inventory forecasting and customer blanket order management in collaboration with Planners to align stock levels with demand.
Ensure adherence to company policies, internal controls, and regulatory requirements.
Maintain accurate and complete documentation for all sales transactions, including quotations, invoices, credit notes, and customer correspondence, and support audit activities.
3. Customer Support & Cross-Functional Coordination
Operations Governance: Lead monthly operations meetings with parts and equipment sales teams to review performance, hub requirements, and operational challenges. Drive action plans and ensure follow-through.
Stakeholder Collaboration: Work closely with Sales, Marketing, Purchasing, Technical, and Finance teams to align customer service initiatives with business goals.
Shipping & Logistics: Coordinate with suppliers, freight forwarders, and logistics partners to ensure accurate and timely shipment of parts and equipment, resolving discrepancies proactively.
Credit Control: Partner with Finance to manage customer credit exposure, monitor credit limits, and support timely collections and issue resolution.
4. Performance Monitoring, Reporting & Process Improvement
Provide accurate and timely sales and operational reports, ensuring alignment between sales performance data and financial metrics.
Support Sales in managing Net Promoter Score (NPS) initiatives, analyzing feedback, and driving customer service improvement actions.
Drive continuous improvement initiatives related to SAP Sales Order processes, particularly for parts operations, in collaboration with IT and SAP teams.
Work with external consultants and internal stakeholders to design and maintain Power BI dashboards for KPIs such as order backlog, fulfilment performance, and inventory visibility.
Analyze performance trends and provide actionable insights to management for continuous improvement.
5. Hands-on Daily Operational Support
Process customer purchase orders accurately and timely into sales orders in SAP.
Monitor and manage open orders end-to-end, from order creation to warehouse release and final delivery to customers.
Provide backend sales support, including order status updates, documentation preparation, and coordination with internal teams.
Act as the primary point of contact for customers regarding order status, delivery…