What You'll Be Doing: Manages and oversees the processing of sales orders ensuring accurate receipt and booking, tracking sales shipments, delivery, billing, and backlog activities, providing internal sales reports, responding to inquiries regarding status of orders and resolves customer order difficulties. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service, and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Resolve escalated operational related issues including vendor concerns, contract reviews, new programs. Assign, design, and create new processes for special services/programs for customer. Manages market research to determine special pricing for non- standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Manage staff including personnel development, hiring, training, etc. Monitor and review work of staff. May manage customer quotes activities in line with customer specific strategies, quoting processes, and order management. What We Are Looking For: Requires in-depth knowledge and experience Solves complex problems; takes a new perspective using existing solutions Works independently; receives minimal guidance Acts as a resource for colleagues with less experience Represents the level at which career may stabilize for many years or even until retirement Uses best practices and knowledge of internal or external business issues to improve products/services or processes Typically resolves complex problems or problems where precedent may not exist Often leads the work of project teams; may formally train junior staff Works independently