Sales Support and Operations Specialist

JOB SUMMARY:

The Sales Support and Operations Specialist plays a critical role in supporting the sales team by streamlining processes, coordinating between departments, and ensuring operational efficiency. This position serves as a key bridge between sales, marketing, finance, operation and customer service to help the company achieve its revenue goals and deliver high-quality service to telecom customers.

KEY RESPONSIBILITIES:

Sales & Sales Support:

- Support the sales team in preparing quotations, drafting proposals, and processing contracts.

- Keep customer records, sales data, and pipeline reports up to date and accurately maintained.

- Coordinate both pre-sales and post-sales processes to ensure seamless onboarding and service activation for customers.

- Respond to internal sales inquiries and assist with the preparation of required documentation.

- Collaborate with the pricing team to validate rate plans, promotional offers, and service configurations.

- Follow up and execute sales activities for key accounts as assigned by the line manager.

- Ensure alignment with team KPIs and individual targets set by the line manager.

Operations:

- Ensure timely order processing, provisioning, and service delivery in collaboration with product and technical teams.

- Track sales orders through the operational workflow, identifying bottlenecks and resolving issues.

- Monitor SLAs and KPIs related to sales, operations and service activations.

- Assist in the creation and implementation of sales and operational procedures and best practices.

- Collaborate with finance to ensure proper billing and revenue recognition.

- Coordinate logistics to ensure accurate and timely delivery.

Reporting and Analysis:

- Generate sales pipeline, sales performance reports, dashboards, and forecast updates.

- Support in analyzing sales trends, customer feedback, and operational metrics to identify improvement opportunities.

- Support budget planning and resource forecasting for the sales team.

Cross-Functional Coordination:

- Liaise with product, marketing, and IT teams for product launches and sales enablement materials.

- Serve as a point of contact for escalations related to order fulfillment and service issues.

- Organize training sessions and onboarding for new sales team members regarding tools and processes.

Qualifications:

- Bachelor's degree in Business Administration, Telecommunications, or related field.

- 2–5 years of experience in sales support, operations, or telecom service delivery.

- Familiarity with telecom products (e.g., internet, mobile, VOIP, leased lines, MPLS) is a strong plus.

- Proficiency with CRM tools (e.g., Salesforce, Zoho), Microsoft Office, and data analysis tools (Excel, Power BI).

- Strong organizational skills, attention to detail, and ability to manage multiple priorities.

- Excellent communication and problem-solving skills.

- Ability to work cross-functionally in a fast-paced environment.

Preferred Skills:

- Experience with telecom billing or provisioning platforms.

- Understanding of channel sales models and B2B telecom operations.