Sales Operations Manager

at  Wirelessdna

POSITION OVERVIEW:

We are seeking a highly organized and strategic Hub and Spoke Manager to oversee and optimize our logistics processes nationwide. This role will be pivotal in managing the end-to-end logistics from device order to delivery, ensuring efficient fulfillment, inventory management, and exceptional customer service.

REQUIREMENTS:

Bachelor’s degree in business administration, Logistics, Operations Management, or a related field. Master’s degree preferred.
Proven experience in logistics and operations management, preferably in a fast-paced environment.
Strong leadership skills with the ability to lead and inspire a team towards achieving operational goals and objectives.
Demonstrated ability to enhance customer experience through effective logistics and inventory management, including a track record of implementing customer-centric improvements

Develop and manage processes to supply preordered hardware for international customers to airport locations (locally).
Establish robust processes for managing on-hand airport inventory for terminal sales, including warehousing fulfillment, redirection/recovery of hardware, and post-sales upgrades.
Manage the cost of fulfillment, vendor relationships, inventory security, and overall customer satisfaction and experience related to airport inventory processes.
Enhance the customer experience by implementing initiatives to improve service quality, streamline the order-to-delivery process, and ensure timely resolution of any issues.
Implement strategies to upsell products, develop referral programs, and encourage positive Google reviews to enhance customer engagement and retention.
Regularly gather and analyze customer feedback to identify areas for improvement and ensure that logistics and service processes are aligned with customer expectations.
Collaborate with customer service teams to address and resolve any customer concerns or complaints related to logistics and fulfillment in a timely and effective manner.
Lead, manage, and coach a team of hub and spoke personnel, ensuring they are trained and motivated to provide outstanding customer service and support.
Develop and execute initiatives to exceed customer expectations, including proactive communication about order status and personalized service solutions.
Utilize analytical skills to analyze performance metrics, identify trends, and implement data-driven decisions to improve operational efficiency and customer satisfaction.
Demonstrate strong problem-solving abilities to address logistics challenges, optimize resource allocation, and mitigate risks effectively.
Provide strategic input and contribute to the development of long-term plans and initiatives for hub and spoke operations with a focus on enhancing the overall customer experience.
Ensure compliance with company policies, procedures, and regulatory requirements related to logistics and operations.
Report directly to the Manager of Operations, providing regular updates on operational performance, customer feedback, and strategic initiatives.