Operations Team Leader -Sales and Customer Support

Role Overview

Team Leadership and Supervision

• Supervise, mentor, and schedule sales support and customer support staff across active accounts and enquiries.
• Set individual and team performance targets and conduct regular one-to-ones and performance reviews.
• Onboard and train new team members on CRM tools, quotation templates, escalation procedures, and company processes.

Sales Operations Support

• Oversee preparation and quality control of quotations, proposals, and commercial documentation before client submission.
• Track opportunities, follow up pending quotes, and maintain CRM pipeline hygiene with sales and business development teams.
• Liaise with procurement and vendors to confirm pricing, lead times, and product availability for customer offers.
• Ensure accurate and timely processing of purchase orders, sales orders, and contract documentation.

Customer Support Management

• Act as the escalation point for customer queries, complaints, and service issues, ensuring timely resolution and clear communication.
• Monitor response times and case aging and enforce SLA adherence across the support queue.
• Coordinate with technical and project teams on after-sales support, warranty issues, and service requests.
• Maintain logs of customer interactions, recurring issues, and resolution outcomes.

Process and Coordination

• Maintain and refine SOPs for sales support and customer support workflows.
• Ensure documentation and approvals align with internal governance, procurement policy, and contractual obligations.
• Coordinate handoffs between sales, operations, project delivery, and finance.
• Support audits and internal reviews by keeping records organized and retrievable.

Reporting and Improvement

• Prepare weekly and monthly dashboards covering quotation turnaround, order status, customer satisfaction, and support ticket metrics.
• Identify bottlenecks in the sales-to-support cycle and propose process improvements.
• Present performance summaries and improvement recommendations to management.

Compensation

• Pay is SAR 4,000.00 to SAR 8,000.00 per month.

Work Location

• Work location is in person in Riyadh.
• Riyadh is preferred.

Requirements

• Be a proactive professional able to lead sales operations, customer support, order processing, quotations, and client coordination.
• Exposure to ELV Systems is preferred.
• Exposure to ICT or technology solutions is preferred.
• Experience in B2B project-driven environments is preferred.
• Knowledge of the Saudi market is preferred.