Confidentiel Hiring! Full Time Sales Support Manager (HVAC) in - Ricebowl

Sales Support Manager (HVAC)

Permanent, Full-time

Jurong East

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

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.

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.

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.

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.

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.
• 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.