Job Title: Customer and Sales Operations Coordinator

Department: Operations

Reports to: Operations Experience Manager (OXM)

Hours: Full Time Position – Monday – Friday, 40hrs/week, 8:30am to 5:00pm

Pattern of work hours may vary depending upon corporate objectives and requirements.

Job Summary:

The Customer and Sales Operations Coordinator will partner with the OXM to deliver on the operational roadmap, ensuring key projects are initiated and executed to the specific needs and goals of the organization. They will also work with the Vice President of Sales to aid in the implementation of new sales processes and procedures, provide tools to assist in achieving sales objectives and utilize their knowledge of organizational tools and policies to support best practices in sales administration, reporting, and communications.

This position ensures organizational policies, procedures, SOPs and training materials are created, documented, audited and maintained. The Customer and Sales Operations Coordinator must work and collaborate with a diverse group of internal cross-functional teams, helping identify, create, and implement solutions grounded on achieving measurable business results. Other key responsibilities include shaping team culture through communications, engagement, and development initiatives.

The ideal candidate is deeply passionate about cross-functional program/project management, demonstrates high level strategic thinking and is skilled with project-managing on-the-ground execution. This role requires the ability to use analytical rigor to identify and prioritize organizational pain points. The successful candidate is intellectually curious, a creative problem solver, self-resilient and comfortable operating in ambiguity. They will demonstrate a strong mix of project management, administration, relationship and organizational skills, comfort with ambiguity, conceptual thinking skills, communication skills, and a track record of driving outcomes.

Operational Support

Anticipate needs, provide high-level administrative support and project support to the Operations and Sales teams.
Provide research assistance to aid in the development and design of new projects/initiatives.
Support the OXM in utilizing data proficiently to understand pain points, formulate business requirements, identify opportunities and prioritise solutions.
Help establish sound process improvement initiatives that streamline and optimize day-to-day operations.
Help implement change management strategies, and training efforts in support of a large suite of organizational process & client experience improvement initiatives.
Help drive CX outcomes through efficient project delivery, driving coordination and collaboration across cross-functional teams.
Develop, maintain and manage detailed project plans, action item registers and major milestone timelines for all assigned projects.
Communicate consistently with OXM to secure the right priorities and resources.
Understand the prioritized needs across the team and help the team stay focused on high-value work Duties & Responsibilities.
Use project management best practices to develop timelines and manage delivery and/or execution of the project with relevant status updates as needed.
Facilitate capturing feedback/input from various stakeholders, as needed.
Coordinate & manage recurring meetings - including prioritizing of key agenda items, preparing presentations, and facilitating the meeting.
Complete activities in workstreams of a limited scope or assigned sections of a larger initiative. Monitor the progress of team and tasks and ensures project milestones are met.
Participate in project meetings, documents the progress and communicate the status of projects to appropriate audiences, including formal presentations and status reports to internal Stakeholders.
Collaborate with program teams and stakeholders to identify, evaluate and address risks, opportunities and dependencies across programs/projects.
Improve current processes and coordinate organizational procedures for optimized efficiency and productivity.

Sales Support

Assist the VP of Sales with keeping department on task for Sales related initiatives.
Work alongside the VP of Sales to proactively review then share/present sales forecasts, reports, metrics and or results with the wider business.
Support cross-functional engagement by proactively communicating key business information and initiatives to ensure the sales force stays informed on business objectives and where needed, operational activities.
Support the sales team with select documents and reports.
Ensure website leads are being managed by the sales team and communicate with the Lead Generation Manager when necessary.
Responsible for ensuring a customer experience that meets company standards and exceeds industry standards, and for monitoring and improving customer satisfaction.
Organize calls with the sales team as required by the VP of Sales
Identify and communicate any discrepancies with the sales team tools and resources, including use and application via the appropriate channels.
Work closely with the VP of Sales and HR on organizational pain points and provide feedback to help optimize for stronger collaboration, execution and team engagement levels.

Academic/Educational Requirements:

OSSD or equivalent
Undergraduate degree in Marketing, Communications, Business, or equivalent.
PMP certificate or equivalent preferred but not essential.

Required Skills/Experience:

Minimum 2-3 years of project coordination, operations administration and/or similar experience
Proven experience in documenting policies, processes, SOPs and ways of working is a must. Strong written/oral communication skills.
Experience working in Navision, SharePoint and other Microsoft platforms is a plus.
Understands data driven decision making and how organizations use data to tell a story and deliver strategy.
Excellent interpersonal skills
Ability to multi-task/manage a varied workload & evolving task.
Excellent organizational and time management
Comfort in running status meetings, managing action items and keeping everyone updated on status of all associated projects/programs.
Comfortable working in a start-up culture: Demonstrates flexibility and is quick to adapt to changes.
Experience working in a highly matrixed organization, working across functions to achieve successful outcomes is a plus
Strong accountability and ownership

Working Conditions

· OHS regulated facility

· Clean, climate-controlled office, remote work opportunity

· Electrical components: computers, printer, scanner, Microsoft Teams/Phone Software

· Working time is split between phone, computer and paperwork tasks

Job Type: Full-time

Salary: $45,000.00-$55,000.00 per year

Benefits:

Company events
Dental care
Extended health care
On-site parking
Paid time off
Wellness program
Work from home

Schedule:

Monday to Friday

Experience:

Administrative: 2 years (preferred)
Data analytics: 1 year (preferred)

Work Location: Hybrid remote in Aurora, ON L4G 3G9

Nuevo (www.nuevoliving.com)

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Customer and Sales Operations Coordinator