Gangamma Berera

• Channel Management: Onboard, manage, and terminate distributors, oversee business agreements, and conduct third-party risk management.
• Rate Contracts : Validate issuance of rate contracts and authorization letters to distributors.
• Distributor CRM Management: Ensure seamless operation of CRM tools for distributors and promptly resolve any issues.
• Channel Engagement: Enhance distributor engagement through training programs, Newsletters, and distributor meetings.
• Conflict Resolution: Manage and resolve disputes between channel partners while ensuring compliance at all levels.
• Channel Growth Initiatives: Implement DPP programs and administer Annual Growth Incentives.
• Sales Enablement & Empower Tool: Analyze secondary sales data and share analytics & dashboard with Sales Team and distributors

· Achieve sales targets- Handle end to end sales process from tender seeding, lead generation to cash receipt to ensure team is achieving the assigned sales targets by winning tenders.

· Tender process –Development and maintenance of the tender process activities of the organization to obtain maximum efficiency, quality, service and profitability for the organization.

· Opportunity generation & conversion- Continuously encouraging Sales team to look out for both market and product diversification opportunities to expand business through tender process.

· Team Development- Manage, coach and develop team, enabling achievement of assigned goals and career progression.

· Training - Work closely with all stakeholders and L&D team to have full understanding of their training requirements & needs analysis.

· Sales Strategy and Execution:

• Develop and implement effective digital sales strategies to achieve revenue and growth targets.
• Identify and capitalize on new digital sales opportunities across various platforms and channels.
• Collaborate with marketing to create and execute digital sales campaigns and promotions.

· Team Leadership and Development:

• Lead, mentor, and develop the digital sales team to ensure high performance and continuous improvement.
• Conduct regular performance reviews, provide feedback, and identify training needs.
• Foster a positive and collaborative team environment.

· Customer Relationship Management:

• Build and maintain strong relationships with key clients and partners.
• Ensure excellent customer service and satisfaction throughout the sales process.

· Performance Monitoring and Reporting:

• Track and analyze digital sales metrics and KPIs to assess performance and identify areas for improvement.
• Provide regular reports on sales performance, market trends, and other relevant metrics to stakeholders.
• Utilize data and insights to refine sales strategies and optimize performance.

Collaboration and Coordination:

• Work closely with other departments such as marketing, and Customer Excellence teams to ensure alignment and effective execution of sales initiatives.
• Collaborate with logistics & Accounts Receivables for order fulfillment and delivery

.

• Collaborate with Accounts Managers and Sales Managers to meet sales targets.
• Prepare and share daily sales reports
• Collaborate with cross functional team for effective order fulfillment and billing.
• Enable and equip sales team to successfully achieve sales objectives in assigned accounts
• Cultivate relationships with end-users and stakeholders to foster lasting connections.
• Manage product training for the sales team.
• Ensure overall customer satisfaction through attentive service and support.
• Communicate promotions, New Product Introductions (NPIs), and other offers to relevant customer contacts.
• Identify growth opportunities and collaborate on strategic tactics with Account Managers.
• Assess competitive risks and implement strategies with Account Managers for continued account maintenance.

· Setting Goals and Objectives- Set midyear and annual goals and objectives and design the development plans for each team member.

· Training – Determine the training needs of each team member and conduct suitable training programs to enhance their operational efficiency.

· Performance Management and Development- Conduct fair appraisals for each team member twice a year and work on comp planning and merit increases.

· Quote to Cash Process in INR - Handle bonded and non-bonded warehouse transactions for various types of direct customers and distributors and ensure implementation of effective QTC process to provide a differentiated customer experience.

· Quote to Cash Process in USD- Handle QTC for customers in India as well as Nepal, Sri Lanka, Bangladesh and Maldives. Handle orders with different payment terms like LC, CAD, Net 30 and Advance and also with different incoterms like CIP, Ex-works and FCA.

· Key account Management: Identify key customer accounts and provide weekly order status to these customers for all types of orders and ensure priority service to meet their tight deadlines for deliveries.

· Rewards and recognition- Recognize best performance in the team and nominate them for rewards like Star Performer and Extra Miler etc.

· Reports – Open order report with stock availability on daily basis for INR orders , weekly back order report for INR orders with team which can be shared with customers, Daily order status report for USD orders, open complaints on daily basis with the current owner details.

· Digital Ordering- Create web login and train customers and dealers to place orders on web site. Also work with customer on supply center option and B2B options.

· Project Handling – Be a part of ERP upgrade projects, integration and disintegration projects and involve in various testing needed.

· Recruitment- Handle interviews and select right candidates as per JD.

· Team Leadership and Management:

• Lead, mentor, and develop the customer service team to ensure high performance and continuous improvement.
• Conduct regular performance reviews, provide feedback, and identify training needs.
• Foster a positive and collaborative team environment.

· Customer Relationship Management:

• Act as the primary point of contact for key customers, managing relationships and ensuring satisfaction.
• Address and resolve escalated customer issues promptly and effectively.
• Implement strategies to enhance the customer experience and build customer loyalty.

· Operational Excellence:

• Oversee the daily operations of the customer service department to ensure smooth functioning.
• Maintain the highest level of accuracy in order entry and processing.
• Monitor and manage the complaint management system, ensuring timely resolution of issues.
• Coordinate with other departments such as Finance, Logistics, and Sales to streamline processes and improve service delivery.

· Performance Monitoring and Reporting:

• Track and analyze customer service metrics and KPIs to assess performance and identify areas for improvement.
• Provide regular reports on service levels, order status, and other relevant metrics to stakeholders.
• Ensure compliance with company policies and procedures.

· Process Improvement:

• Identify opportunities for process improvements and implement best practices.
• Update Standard Operating Procedures (SOPs) to reflect changes in processes.
• Participate in continuous improvement activities such as PDSA, CIP, and 5S.

· Customer Communication:

• Ensure timely and accurate communication with customers regarding order status, delays, and other pertinent information.
• Send monthly and weekly reports to customers as required.
• Manage customer web logins and train customers on online ordering processes.

· Documentation and Compliance:

• Prepare and maintain training documents and process flow charts.
• Assist in the preparation of IMS documents and participate in internal audits.
• Ensure all activities comply with company standards and regulatory requirements.

.Process quotations and orders for countries such as France, UK, and Italy.

· Distribute documents, including Certificates of Analysis and Material Safety Data Sheets, to customers globally.

· Proactively communicate with overseas offices to obtain any missing details

· Liaise with European buyers to secure orders.

· Negotiate pricing with both buyers and suppliers.

· Identify suitable suppliers to fulfill orders.

· Monitor supplier progress and provide weekly updates to buyers.

· Handle buyer payments via Letters of Credit and drafts.

· Conduct inspections at various stages of production.

· Ensure timely delivery while maintaining the highest quality standards..