Sales Support Lead (Sales Ops & Special Projects)

Description

The Sales Support Lead is responsible for overseeing the execution, quality, and performance of the Sales Support function. This role ensures that pricing, quoting, customer account management, and commercial program support are executed with accuracy, speed, and consistency. Acting as the operational leader of the Sales Support team, the Sales Support Lead also serves as the primary point of contact for urgent sales matters and high-impact commercial initiatives, including large project coordination, truckload bookings, and inventory liquidation strategies (e.g., phase-out programs). This role drives performance standards, enforces pricing discipline, and ensures alignment between Sales, Customer Service, and internal departments, with direct impact on revenue growth, margin protection, and operational efficiency.

Essential Responsibilities:

Team Leadership & Operational Support

• Lead, distribute and oversee daily activities of the Sales Support team

• Monitor workload distribution, priorities, and SLA adherence

• Establish performance expectations aligned with KPIs and QA standards

• Conduct regular coaching sessions and performance reviews

• Identify skill gaps and coordinate training with leadership

• Drive accountability and consistency across the team

• Serve as the main point of contact for urgent sales matters, ensuring rapid response and resolution

• Lead coordination of large-scale and high-priority projects, including Commercial Projects and allocation planning; Phase-out inventory clearance initiatives; Strategic bulk orders and time-sensitive opportunities

• Partner with Sales Leadership to align execution with business development objectives

• Balance urgency with margin protection and operational feasibility

• Ensure cross-functional alignment (warehouse, logistics, purchasing, finance) for successful execution

Pricing & Account Management

• Ensure accuracy and timeliness of pricing, quotes, and discount approvals according to business policies and procedures

• Oversee customer account setup, maintenance, and compliance

• Validate adherence to pricing structures, contracts, and promotional programs

• Support and approve execution of complex or high-value project pricing and special orders

• Act as escalation point for pricing discrepancies and commercial issues

• Support sales leadership with operational insights and reporting

• Improve quote turnaround time and support higher conversion rates

• Ensure sales teams have access to accurate tools, pricing, and materials

• Identify opportunities to streamline workflows and reduce friction in the sales process

Process Governance & Standardization

• Enforce SOP compliance across all Sales Support activities

• Identify process gaps and implement improvements

• Standardize workflows across regions and sales teams

• Partner with QA to monitor defects and implement corrective actions

• Maintain consistency in pricebook execution and system data integrity

• Serve as primary liaison between Sales, Customer Service, Finance, and Marketing

• Ensure alignment between pre-order (Sales Support) and post-order (Customer Service) processes

• Coordinate with IT and Systems on pricing, portal, and data updates

• Support product launches and commercial program rollouts

Sample, Display & Program Oversight

• Oversee execution of sample and display programs

• Ensure inventory availability and coordination with relevant departments

• Maintain standards for marketing material distribution and usage

• Coordinate distribution of marketing materials, including brochures, price books, labels, and sales kits

• Monitor inventory levels of samples and marketing materials, ensuring availability and timely replenishment

• Support new product launches by ensuring sales teams have access to updated tools and materials

• Coordinate shipping and logistics for materials using internal systems (e.g., FedEx platform)

Requirements

Supervisory Responsibilities:

This position has supervisory responsibilities.

Minimum Requirements:

• 4–6 years of experience in Sales Support, Sales Operations, or Inside Sales

• 1–2 years of leadership or team coordination experience preferred

• Associate or Bachelor’s degree in Business, Marketing, or related field preferred

• Strong experience with ERP systems (Great Plains preferred)

• Advanced proficiency in Excel and reporting tools

• Strong understanding of pricing structures, contracts, and sales processes

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.

Happy Floors is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.