Position Summary :
The Manager, Sales Support will be responsible for developing quotations for sales reps in accordance with pricing, legal and financial standards and guidance from sales.
This position is also responsible for managing the other members of the quotes team across Asia Pacific & Japan (APJ) including team performance management to service level agreements and system compliance requirements.
This includes managing and participating in projects, on-going initiatives and working collaboratively with Analysts from process, system, analytics and operational teams in diagnosing, designing and deploying continuous improvement initiatives related to quoting and sales support activities.
The ideal candidate should be excited to be working with colleagues across Asia, and be capable of adjusting to differing cultural nuances and business conditions.
This will also extend to working and aligning with the global Illumina Commercial Operations teams to represent APJ requirements and align with global standards.
The ideal candidate is perceptive and capable of identifying actions or processes that are against the best interests of the company and be capable of taking appropriate action to escalate and correct the issue where appropriate.
They must also be able to readily adapt to changing needs of our customers and sales team, and deploy adjustments to our processes as required.
Tasks and Responsibilities :
Supports Sales personnel on pricing, approval, and quotes related inquiries.
Monitor quotations issued by quotes and sales team to ensure compliance with global and APJ pricing strategy and discounting policies.
Conduct random Audits on quotes to ensure proper process are followedMeet SOX / ISO / audit compliance and quality requirements and ensure rest of the team is doing so as well.
Identify and resolve customer satisfaction and operational issues proactively by engaging cross-functionally at varying levels to seek appropriate solutions to meet internal and business partners’ requirements.
Work with management to define and execute regional discounting policies and drive consistency in pricing among accounts.
Work with global pricing team and systems team to validate pricing changes at the regional level.Manage the Quotes team in terms of workload, performance, risk mitigation, staffing and training to make sure there is appropriate support for the service level agreement.
Analyze data on trends in quotes generated (volume, products, source, etc.) and other areas of sales administrative support.
Provide recommendations to resolve problems or improve business processes. Investigate recurring quote errors and conduct post-mortum reviews to provide recommendations for process improvements where needed in Configure Price Quote (CPQ) activities.
Participate in projects involving process improvements, new business process rollout, and new system implementations, including beta-testing and providing feedback on pre-launch sales admin tools.
Work with teams from global and other regions to align processes and share and adopt best practices around system usage.Support the quotation team around policy and work to streamline policy around quotations.
Lead the team in conducting quote-related trainings to commercial teams and sales channel partners (distributors); Assist with sales team processes including staff onboarding / off-boarding.
Continuously support the field to ensure best practices are maintained around creating quotations.Provide backup to other quotation team members as needed.
Provide 2nd level approval for high-value quotes.Ensure the sales support team is customer focused (through the sales team) and strive for improvements in process, technology, systems and resource deployment to always meet this objective.
Align with the success of the sales team in meeting customer needs and driving revenue.
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Preferred Educational Background :
Preferred Experience & Skills :
Experience dealing with difficult internal and external situations.
Software, especially web-based software, shouldn’t scare the ideal candidate. Experience with SAP and Salesforce.com a plus.
Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.