Manager Sales Support

1. Role Purpose

To operate as the single execution and governance control tower for International Business. Owning day-to-day operational rhythm, cross-functional follow-through, complaint governance and management reporting. Assist the business leader to focus on market expansion, strategic projects and customer growth.

2. Key Responsibilities

• Order Management Control: Track the inquiry-to-dispatch cycle inquiry punching, PI issuance and revision, pending order ageing, feasibility and pricing bottlenecks, and delivery adherence across markets.
• Complaint Control Tower: Own complaint lifecycle end-to-end — CRM case logging, RCA/CAPA follow-up with plant and quality, ageing review, customer recovery tracking and closure confirmation.
• Management Reporting: Publish daily/weekly/monthly dashboards covering open orders, order ageing, complaint status, shipment and inventory position, market reviews and KPI performance in leadership-ready formats.
• Strategic Project Coordination: Act as PMO for programmes including the European Distribution Centre, EUDR and PPWR compliance readiness, SAP traceability, CRM enhancement and customer portal digitalisation — maintaining minutes, action registers and stakeholder communication.
• Process & SOP Ownership: Document, standardise and continuously improve export order SOPs; drive adoption.
• Governance & Cadence: Run the weekly International Business review; maintain the master action tracker with owner, deadline and status; drive closure across Sales, SCM, Factory, Finance, Logistics, Quality and IT; escalate slippage before it becomes an exception.
• KPI Ownership: Maintain and report order ageing, PI turnaround time, complaint closure TAT, OTIF, customer feedback scores and project milestone adherence.