Senior Sales Support Specialist

Aston Carter•West Goshen Township, PA

1d•Hybrid

About The Position

The Sr Sales Support Specialist / Sr Customer Operations Specialist leads a high-energy, analytical, and process-oriented sales operations function that supports the entire order-to-cash lifecycle. This role oversees the backbone of the sales organization, ensuring that from the moment a customer places an order to the time payment is collected, every step is accurate, efficient, and supported by best-in-class customer service. You will support and guide a team responsible for day-to-day order management and account management, while also driving strategic process improvements using Power BI insights and cross-functional collaboration across Sales, Supply Chain, Warehouse, Finance, and Logistics.

Requirements

At least 5+ years of experience in Sales Operations, Customer Success, or Supply Chain, with a minimum of 1–2 years in a senior or lead role.
Demonstrated experience managing or supporting the full Order-to-Cash (O2C) cycle, including order entry, pricing, fulfillment, and coordination with Finance.
Strong proficiency with Power BI, including building and maintaining dashboards and reports to track operational KPIs.
Hands-on experience with ERP systems, preferably QAD, and the ability to navigate and use ERP data to support order management and reporting.
Advanced Excel skills, including VLOOKUP, pivot tables, and data analysis to support reporting, trend identification, and process improvement.
Deep understanding of how orders flow through the business, including the financial implications of revenue recognition and front-end order processes.
Proven ability to thrive in a fast-paced, high-volume environment where priorities shift quickly and deadlines are tight.
Experience in order management, order entry, and order processing with a strong focus on accuracy, timeliness, and customer satisfaction.
Background in accounting concepts related to Order to Cash, journal entries, pricing, and revenue impact.
Strong customer service orientation with experience in sales support and customer support for internal and external stakeholders.
Ability to collaborate effectively with cross-functional teams including Sales, Supply Chain, Warehouse, Logistics, and Finance.
Excellent analytical, problem-solving, and critical thinking skills to identify gaps, diagnose root causes, and propose actionable solutions.
Clear and professional communication skills, both written and verbal, to interact with key accounts and internal teams.

Nice To Haves

Experience working in or with supply chain and warehouse operations, including inventory monitoring and back-order management.
Familiarity with key metrics such as order cycle time, fill rates, and on-time shipment (OTS) and how they impact customer satisfaction and business performance.
Background in process documentation and the creation of standard operating procedures for sales support and order management functions.
Comfort working with high levels of data and using reporting tools to support continuous improvement initiatives.
Ability to act as an escalation point and handle complex or sensitive customer issues with professionalism and urgency.
Strong organizational skills and attention to detail to manage multiple priorities and ensure accuracy across all order and account activities.
Experience in a manufacturing or product-based environment, particularly where coordination between production, distribution, and sales is critical.
Adaptability and resilience in a direct, fast-paced, and dynamic environment.
Interest in contributing to an inclusive workplace culture that values diversity, equity, and inclusion across all aspects of employment.

Responsibilities

Assist in overseeing the full Order-to-Cash (O2C) cycle, ensuring accuracy in order entry, pricing, and fulfillment for a high volume of customer orders.
Partner closely with Supply Chain and Warehouse teams to monitor stock levels, manage back orders, and provide realistic and timely ETAs to the sales team.
Serve as the escalation point for complex order issues, including shipping discrepancies, credit holds, and other exceptions that impact customer satisfaction or revenue recognition.
Identify bottlenecks and pain points in the sales-to-delivery pipeline and implement automated or streamlined solutions to improve speed, accuracy, and efficiency.
Develop, document, and maintain standardized procedures and process documentation for all sales support activities to ensure consistency, scalability, and clear handoffs between teams.
Build and maintain Power BI dashboards to track key performance indicators such as order cycle time, fill rates, and on-time shipment (OTS) metrics.
Prepare and assist with weekly and monthly sales reporting, using Power BI and Excel to provide meaningful insights and performance updates to leadership.
Analyze sales and operations data to identify gaps, trends, and risks, and recommend practical, data-driven solutions to improve service levels and operational performance.
Collaborate closely with Finance (Accounts Receivable) to resolve billing issues, credit holds, and other friction points that impact cash collection and customer experience.
Work with Logistics and Sales teams to proactively address delivery issues, coordinate resolutions, and communicate updates to internal stakeholders and customers.
Ensure the team delivers best-in-class service to key accounts through proactive communication, strong oversight of orders, and timely issue resolution.
Support and mentor team members in day-to-day order management and account management activities, reinforcing process discipline and continuous improvement.
Maintain a strong understanding of how orders flow through the business, including the financial implications of revenue recognition and front-end order processes, and apply this knowledge to daily decision-making.
Use advanced Excel skills (including VLOOKUP and pivot tables) to analyze order, pricing, and fulfillment data and support accurate reporting and forecasting.
Contribute to a fast-paced, high-volume environment by effectively prioritizing tasks, adapting to shifting priorities, and maintaining a high standard of accuracy and service.