The Director of Sales Operations is responsible for leading the strategy, performance, and continuous improvement of Harbor Wholesale's Sales Operations and Customer Service functions.
This role ensures operational excellence by optimizing sales support, customer service, department profitability, customer order processing, reporting, and technology to support company growth and deliver exceptional customer experience. This position requires onsite leadership presence at Harbor's corporate offices, Lacey WA; some hybrid eligibility.
Compensation: $120-140K with bonus
Benefits Summary: Full line of benefits including medical, dental, vision, life and disability insurance; 401k retirement program with company match; vacation and holidays; and more.
Create and deliver engaging, impactful sales training programs tailored to the needs of the sales team, including onboarding, product training, and ongoing skills development.
Lead and direct sales support team and customer service department including their development, performance and overall effectiveness.
Lead and support Customer Service Manager with vision, trust and knowledge.
Assess current customer pricing structures to determine profitability by customers including independent and chain customers.
Responsible for the maintenance of customer pricing structures and discounts while identifying margin discrepancies.
Create and communicate reporting and metrics to team; including but not limited to, CPR’s sales reports, customer business review documents, customer compliance and pricing analysis, various customer reporting, and initiative analysis.
Responsible for updating growth, commissions and spiffs to payroll.
Support and enhance new hire sales on-boarding process.
Identify needs and tools to effectively arm sales and leadership team with key business metric reporting.
Establish, train and promote customer service culture throughout department aligning with company values.
Lead Customer Service team to achieve company goals and department objectives.
Develop a premier staff of customer service representatives by involving them in meetings, training and continued coaching.
Maintain clear customer service and sales team training documents and ensure the team is trained accordingly.
This position will require cross-functional collaboration between many departments – finance, purchasing, category management, marketing and operations.
Ability to work and communicate cross-departmentally.
Strong leadership skills with the ability to manage and lead to maximize performance.
A desire to ensure projects are completed quickly and accurately.
Professional written, verbal communication, and interpersonal skills.
Strong data analytical skills with the ability to manage and interpret data.
Passionate and enthusiastic, can-do attitude.
The ability to uphold our company culture, even in challenging times, is essential.
Must be able to maintain a high level of confidentiality
Ability to complete projects from beginning to end.
Proven experience in sales, sales operations, business analysis, or a related role.
Excellent communication, presentation and interpersonal skills.
Detail-oriented and highly organized.
Ability to work independently and collaboratively in a fast-paced environment.
Must possess exceptional follow through skills.
Proficient with Microsoft Office applications; primarily, Word, Excel and PowerPoint.
Ability to spend occasional overnights in the field – 2 days per month.
Will travel to different warehouses, regions for key trainings and education.
Capability to put distressed customers at ease and resolve for both company and customers’ mutual benefit.
Proven track record of providing excellent customer service.
Bachelor’s degree in business or communication preferred.
Minimum of five years management/supervisory experience in a high-volume SKU-driven operational environment; multi-location preferred.
Minimum of ten years’ related experience and/or training in customer service required.
3 years’ experience in sales preferred.
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