The Sales Operations Improvement Lead, reporting to the Director of Sales Admin Operations, leads sales order process improvement and supports reliable, efficient execution across the sales order management process. This role identifies opportunities to simplify and standardize ERP processes, leads improvement projects from discovery through implementation, and partners with Sales, Customer Service, Production Planning, Warehouse, Finance, IT, Legal and other teams to deliver sustainable solutions. The role also organizes and communicates best practices, documents current and future-state processes, and supports ERP testing, troubleshooting, training, and adoption.
Sales Order Process Improvement
· Identify and manage process improvement projects that strengthen the sales order process, including process discovery, requirements gathering, solution design, implementation, and follow-up review.
· Analyze order-entry and fulfillment workflows to identify root causes, reduce rework, improve data quality, and increase speed and consistency.
· Document current-state and future-state processes, standard operating procedures, work instructions, decision points, and ownership across the sales order lifecycle.
· Coordinate cross-functional collaboration with Sales, Customer Service, Production Planning, Warehouse, Finance, IT, Legal and other partners to align requirements and implement process improvements.
· Organize, maintain and communicate internal best practices, process documentation, FAQs, issue-resolution guidance, and other resources that support consistent execution.
· Lead or support ERP testing for enhancements, fixes, integrations, and process changes, including test planning, scenario development, user acceptance testing, defect tracking, retesting, and deployment readiness.
· Troubleshoot ERP and sales order issues by investigating the problem, documenting findings, coordinating resolution, and escalating risks or recurring issues as needed.
· Monitor process performance and order-related trends using data, reports, and feedback; recommend improvements and communicate progress, impacts, and results to stakeholders.
· Plan and implement approved AI process enhancements of department for higher efficiency and accuracy that can be implemented easily into ERP system.
· Support day-to-day order management and reporting as needed, while balancing immediate issue resolution with longer-term process improvement priorities.
Process Governance and Compliance
· Maintain accurate documentation for domestic and international order processes, including regulatory, labeling, shipping, and customer requirements.
· Partner with internal teams to ensure process changes and ERP updates reflect applicable compliance obligations and operational controls.
· Prepare or support timely reports and documentation required for compliance, audit readiness, and management review.
· Establish clear ownership, handoffs, and communication practices so process changes are understood, followed, and sustained across teams.
Requirements
· Bachelor’s degree in Business, Supply Chain, Operations, Information Systems, or a related field
· At least 5 years of experience in sales operations, order management, customer service operations, supply chain, accounting or a related business operations role.
· Demonstrated leadership skills and experience improving business processes and coordinating cross-functional projects.
· Hands-on experience with an ERP system and sales order workflows, including order entry, order changes, fulfillment coordination, or issue resolution.
· Experience supporting system testing, such as developing test scenarios, performing user acceptance testing, tracking defects, or validating fixes.
· Strong Excel skills, including pivot tables, lookups, data organization, reporting, and analysis.
· Strong project coordination skills, including the ability to manage timelines, document requirements, track issues, and move work forward across multiple teams.
· Familiarity with accounting and ERP systems and implementation of the same
Preferred
· Experience leading ERP enhancements, implementations, integrations, or process changes from requirements gathering through rollout.
· Experience in manufacturing, distribution, or consumer products, where order fulfillment involves multiple teams or complex customer requirements.
· Familiarity with process mapping, root-cause analysis, continuous improvement methods, or change management.
· Experience with reporting or business intelligence tools such as Power BI or similar platforms.
· Experience supporting domestic and international order requirements, including customer-specific shipping, labeling, or regulatory processes.
· Understanding of AI agents and possibilities of employing AI for efficiency and improvement gains in sales order processing.