Job Title: Sales Operations Lead
Department: Sales & Distribution
Location: Ruiru
Languages: Proficiency in Gujarati or Hindi
Role Purpose
The Sales Operations Lead will be responsible for managing the customer service and sales support function, ensuring seamless execution of back-office processes including order management, invoicing, credit notes, and pricing updates. The role will also involve leading a team to drive operational excellence, support frontline sales teams, and deliver superior customer experience. 
Proficiency in Gujarati or Hindi is a MUST, given the cultural and business context of key stakeholders.
Key Responsibilities
•    Oversee the day-to-day operations of the sales back-office team, ensuring timely and accurate processing of customer orders, invoices, credit notes, and pricing updates.
•    Act as the first point of escalation for customer queries and complaints, ensuring quick resolution in alignment with company policies.
•    Manage and maintain system data related to pricing, customer master, and product codes to ensure accuracy and compliance.
•    Collaborate with Sales, Finance, Supply Chain, and other internal teams to streamline processes and ensure efficient order-to-cash operations.
•    Lead, coach, and develop the back-office sales support team to achieve departmental KPIs and enhance customer satisfaction.
•    Monitor performance metrics and generate regular reports on order processing, customer service levels, and team productivity.
•    Drive continuous process improvements and automation initiatives to increase efficiency and reduce errors.
•    Ensure compliance with company policies, credit control measures, and internal audit requirements.
Qualifications & Experience
•    Bachelor’s degree in Business Administration, Commerce, or related field.
•    Minimum 5 years of experience, with at least 3 years in Sales Back Office / Customer Service operations.
•    Proficiency in Gujarati or Hindi is a MUST, given the cultural and business context of key stakeholders.
•    Proven track record of team leadership and people management.
•    Hands-on experience with ERP/CRM systems (SAP) for invoicing, credit notes, and pricing updates.
•    Strong communication skills (oral and written) with ability to interact effectively across levels and functions.
•    Experience in the Food & Beverage / FMCG industry is mandatory.