Sales Support Manager

Job Title: Sales Support Manager Job Type: Full Time Department: Sales Department Job Purpose The Sales Support Manager leads the Sales Support team in providing critical administrative and customer service functions that drive logistics sales success. This role is responsible for managing a team of Sales Support Officers, enhancing customer experience, and ensuring alignment between Sales, Operations, and Accounts. The manager oversees day-to-day operations, ensures adherence to SOPs, drives process improvement, and maintains quality assurance across all sales support functions. Key Responsibilities Team Leadership & Management: • Supervise and mentor the Sales Support team, ensuring tasks are completed efficiently and accurately. • Conduct regular performance reviews, OJT tracking, and training needs analysis. • Allocate workloads and coordinate coverage during absences or peak periods. Operational Oversight: • Ensure accurate and timely processing of customer inquiries, job creation, invoicing, and documentation. • Maintain and monitor SLA adherence across customer touchpoints. • Liaise with ground handling agents and airlines to resolve escalated issues. Customer Relationship Management: • Serve as an escalation point for customer issues requiring higher-level resolution. • Guide the team in maintaining proactive communication with customers, ensuring timely updates and resolution of queries. • Oversee customer onboarding processes and compliance documentation. System & Process Optimization: • Monitor CRM (Zoho) usage for consistency, accuracy, and completeness. • Generate performance and process reports including CSR for airline partners and conversion analytics. • Lead initiatives to automate routine tasks and implement system efficiencies. Cross-Functional Coordination: • Ensure synchronization between Sales, Operations, and Finance for smooth workflow and payment cycles. • Act as a liaison to streamline interdepartmental communication and hand-offs. Required Skills & Qualifications • Proven experience (5+ years, 7+ preferred) in logistics, sales support, or customer service operations, with at least 1 year in a supervisory role. • Proficiency in CRM platforms (e.g., Zoho), Microsoft Office Suite, and email communication tools. • Strong leadership, analytical, and organizational skills. • Fluency in English and Russian (oral and written). • Excellent interpersonal and conflict resolution skills. • Experience working with logistics providers and ground handling agents (e.g., DNATA). • Familiarity with SLA management and KPI tracking. • Capacity to work under pressure in a fast-paced, service-driven environment. Training & Onboarding • Liaise with HR to ensure execution of OJT (On-the-Job Training) programs. • Oversee system training programs and coordinate with IT for support and enhancements. • Coordinate with HR to identify, plan, and execute soft skills and compliance training. • Facilitate soft onboarding of new staff, ensuring smooth integration into team processes and systems. Complete the Below Form First Name * Last Name * Email Address * Phone * More Details about Your Qualifications and Skills * Upload your resume * Max. File Size: 5MBFile Format: PDF By submitting, you agree to receive inquiry responses & occasional newsletters from us. #J-18808-Ljbffr