Overview:

The primary role of the Manager of Sales Operations is to maximize the productivity of the internal sales and support teams to achieve the revenue and market share goals established by Oticon. The Manager of Sales Operations will accomplish these goals through the coaching and personal development of the individuals he/she is managing, and by co-operating with the Regional Managers and the Sales Leadership team to complement the goals set for each individual region.

Responsibilities:

SALES and MANAGEMENT

Achieve revenue goals for Oticon independent and pediatric customers in the US. for 2-3 sales regions.
Develop, in cooperation with the Sales Leadership team and the Regional Manager group, target activities to be carried out by the internal sales teams.
Provide daily coaching and management of the Inside sales reps, Regional audiologists and Sales Support Supervisor including support staff.
Coordinate the training of the group, including Audiological knowledge, product knowledge, phone sales skills, and business concepts to help customers grow with Oticon.
Participate in Sales team meetings and Regional meetings as needed to influence continual positive improvement of the Oticon sales department.

Coach staff to effectively manage difficult training and fitting calls/requests and assist with first call resolution to ensure a positive customer experience.

Attend conventions as an exhibitor as required to keep current with customer needs.
Provide accurate and timely information on customer trends by region to help guide future sales, marketing and training activities.
Provide Promotional analysis and tracking for visibility in Leadership level meetings.

ADMINISTRATION

Ensure that staff meet or exceed the KPIs for set for each job function.
The Manager of Sales Operations is responsible for handling customer escalations from field staff or customers.
Analyze daily sales reporting in order to drive sales and promotional activities and report on trends and success of promotional activities.
Travel occasionally and participate in Management meetings.
Work as a Super User in the Salesforce system to maintain the customer data base in CRM by location, contact and other important information, ensure training is performed by users and correct usage of the Salesforce system is performed.
Work as a Super User on the NICE phone system to ensure accurate reporting and optimal call flow to the regional queues.
Complete special projects or assignments as assigned.

Quarterly Forecast and Budgets- Cost Center 10540/10541/10542
Quarterly Compensation plans
Yearly Performance Appraisals which include SMART goals.

COMMUNICATION & INTERPERSONAL SKILLS

Clearly communicate in person, on the phone, and through e-mail in a professional, customer-oriented fashion.
Work in very close cooperation with the Sales Leadership team and Regional Managers, keeping their individual goals in mind while at the same time accomplishing the goals of the internal sales groups.
Prepare and deliver progress reports on the internal sales groups and report to Oticon Management.
Follow directions from a supervisor and accept constructive criticism.
Interact well with co-workers and customers in a friendly and professional manner.

TECHNICAL SKILLS

Utilize proficiently software such as Navision, Salesforce, Word, Excel, PowerPoint, Outlook, NICE, and other standard Oticon programs.
Analysis and creation of reports for the sales team, tracking call statistics and KPIs

Qualifications:

A Bachelor’s degree is preferred.
2+ years of management experience, ideally managing a large telemarketing or customer service group is preferred. Specific knowledge and experience selling Oticon products or FM systems is preferred.
2+ years work experience and demonstrated success selling in the hearing health care field is preferred.

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Sales Operations Manager