Sales Support Manager

Compensation Grade

M3

Country

Singapore

Location

#08-01/02, Perennial Business City, 1 Venture Avenue, Singapore 608521

Job Summary

The Sales Support Manager is responsible to supervise and oversee a team of sales support based in Singapore; ensuring exceptional service delivery, effective parts fulfilment and optimal handling of sales orders. The ideal candidate will exhibit outstanding leadership and problem-solving abilities, with a demonstrated history of improving customer service operations in a regional setting. Proficiency in export and expertise in the SAP Sales Order Module are crucial. The candidate should also be skilled in leveraging technology to boost efficiency and possess a strategic perspective to align customer service initiatives with business objectives.

Key Responsibilities

1. Team Leadership & People Management

• Lead, coach, and supervise the regional Sales Support team, fostering a high-performance and customer-centric culture aligned with The Carrier Way.
• Set clear performance expectations, provide regular feedback, and support individual development and succession planning.
• Identify capability gaps and implement training or process improvements to enhance team effectiveness.
• Represent Sales Support in cross-functional meetings and contribute to company-wide initiatives and strategic discussions.

2. Parts Fulfilment & Order Management

• Oversee sales order management (end-to-end parts fulfilment) to ensure accuracy, timeliness, and compliance.
• Proactively manage and resolve issues related to part shortages, delivery discrepancies, and customer complaints.
• Support inventory forecasting and customer blanket order management in collaboration with Planners to align stock levels with demand.
• Ensure adherence to company policies, internal controls, and regulatory requirements.
• Maintain accurate and complete documentation for all sales transactions, including quotations, invoices, credit notes, and customer correspondence, and support audit activities.

3. Customer Support & Cross-Functional Coordination

• Operations Governance: Lead monthly operations meetings with parts and equipment sales teams to review performance, hub requirements, and operational challenges. Drive action plans and ensure follow-through.
• Stakeholder Collaboration: Work closely with Sales, Marketing, Purchasing, Technical, and Finance teams to align customer service initiatives with business goals.
• Shipping & Logistics: Coordinate with suppliers, freight forwarders, and logistics partners to ensure accurate and timely shipment of parts and equipment, resolving discrepancies proactively.
• Credit Control: Partner with Finance to manage customer credit exposure, monitor credit limits, and support timely collections and issue resolution.

4. Performance Monitoring, Reporting & Process Improvement

• Provide accurate and timely sales and operational reports, ensuring alignment between sales performance data and financial metrics.
• Support Sales in managing Net Promoter Score (NPS) initiatives, analyzing feedback, and driving customer service improvement actions.
• Drive continuous improvement initiatives related to SAP Sales Order processes, particularly for parts operations, in collaboration with IT and SAP teams.
• Work with external consultants and internal stakeholders to design and maintain Power BI dashboards for KPIs such as order backlog, fulfilment performance, and inventory visibility.
• Analyze performance trends and provide actionable insights to management for continuous improvement.

5. Hands-on Daily Operational Support

• Process customer purchase orders accurately and timely into sales orders in SAP.
• Monitor and manage open orders end-to-end, from order creation to warehouse release and final delivery to customers.
• Provide backend sales support, including order status updates, documentation preparation, and coordination with internal teams.
• Act as the primary point of contact for customers regarding order status, delivery timelines, and general enquiries.
• Handle customer enquiries via email, phone, or meetings, including part numbers, product details, pricing, quotations, and payment terms.
• Coordinate directly with suppliers for customer direct shipment orders.
• Coordinate outbound shipment arrangements when required.
• Act as an escalation point for complex customer issues, ensuring effective service recovery and stakeholder communication.

Key Performance Indicators (KPIs)

• Order Processing Accuracy
• On-Time Delivery Performance
• Customer Response Time
• Open Order Management
• Customer Satisfaction / NPS
• Service Recovery Efficiency

Requirements

·        Bachelor’s Degree in Business, Economics, Finance, or a related discipline (Master’s Degree preferred).

·        5–7 years of progressive experience in sales support, order management or customer service roles.

·        Prior experience managing or supervising teams in a regional or cross-country setup is highly desirable.

·        Strong knowledge of import/export regulations, customs procedures, and trade documentation in Singapore and/or Malaysia.

·        Proven experience in inbound shipment handling and coordination with freight forwarders; outbound shipment exposure is an advantage.

·        Strong working knowledge of SAP Sales Order module and operational processes.

·        Advanced proficiency in Microsoft Excel and PowerPoint; experience with Power BI or similar data visualization tools.

·        Excellent leadership, communication, and stakeholder management skills.

·        High attention to detail, strong analytical capability, and structured problem-solving approach.

·        Ability to manage multiple priorities in a fast-paced environment and operate effectively with minimal supervision.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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