Customer Escalation & Process Improvement Specialist

Top 3 Skills;

• Vendor Management
  
• Business Analysis
  
• Root Cause Analysis
  

Key Responsibilities:

Sales Operations & Enablement

• Support the end-to-end sales operations lifecycle, including pipeline management, forecasting, territory planning, and quota administration
  
• Partner with Sales, Marketing, Finance, and DA leadership to streamline processes and remove operational roadblocks
  
• Serve as a key point of contact for sales enablement tools, systems, and processes across the DA organization
  
• Assist in the development and execution of sales enablement programs, training materials, and onboarding resources to improve seller productivity and effectiveness
  
• Oversee call center customer service operations for assigned accounts

Data Analysis & Reporting

• Develop, maintain, and enhance dashboards, reports, and scorecards to provide actionable insights on sales performance, KPIs, Returns, and business trends
  
• Conduct deep-dive analyses to identify patterns, gaps, and opportunities within the sales funnel and revenue pipeline
  
• Translate complex data sets into clear, concise narratives and recommendations for senior leadership and stakeholders
  
• Monitor data integrity across CRM and related sales systems, ensuring accuracy and consistency of reporting

Process Improvement & Project Management

• Identify and lead continuous improvement initiatives that enhance the efficiency and scalability of sales operations processes
  
• Document standard operating procedures (SOPs) and best practices for key operational workflows
  
• Assist in managing cross-functional projects from initiation through completion, ensuring timely delivery and stakeholder alignment
  
• Support change management efforts related to system implementations, process redesigns, and organizational updates
  
• Identify and lead continuous improvement initiatives to reduce return

CRM & Systems Administration

• Manage and maintain CRM platforms (e.g., Salesforce) including data hygiene, user support, and process configuration
  
• Collaborate with IT and systems teams to evaluate, implement, and optimize sales technology solutions
  
• Provide end-user training and support for sales tools and platforms

Stakeholder Collaboration & Communication

• Act as a liaison between the DA Sales team and internal operations, finance, Logistics and analytics functions
  
• Prepare and present operational updates, business reviews, and performance summaries to leadership
  
• Build strong working relationships with stakeholders at all levels of the organization to ensure alignment and effective execution
  

Required Qualifications

• Bachelor's degree in Business Administration, Business Operations, or a related field (Master's degree a plus)
  
• 5+ years of experience in Sales Operations, Business Operations, or a related analytical/operations role
  
• Strong proficiency in CRM platforms (Salesforce preferred) and sales enablement tools
  
• Advanced skills in Microsoft Excel and/or Google Sheets (pivot tables, VLOOKUP, complex formulas)
  
• Demonstrated ability to manage and analyze large datasets and translate findings into actionable business insights
  
• 3+ Years Call center operations experience
  
• Proven project management skills with the ability to prioritize and manage multiple initiatives simultaneously
  
• Strong written and verbal communication skills with the ability to present to executive audiences
  

Preferred Qualifications

• Experience working within a Decision Analytics, Data & Analytics, or Technology-driven organization
  
• Familiarity with SQL or other data querying languages
  
• Familiarity with data visualization tools such as Tableau, Power BI, or Looker
  
• Experience supporting sales and contact center operations
  
• Prior experience in a contractor or consulting capacity supporting large-scale enterprise organizations
  
• Familiarity with Agile or project management methodologies (e.g., Jira, Zendesk)

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