Operations Team Leader — Sales & Customer Support

We are seeking a proactive professional to lead sales operations, customer support, order processing, quotations, and client coordination. Preferably exposure to ELV Systems, ICT/Technology Solutions and B2B project-driven environments with knowledge of the Saudi market.

Team Leadership & Supervision

• •Supervise, mentor, and schedule the sales support and customer support team, allocating workload across active accounts and enquiries.
• •Set individual and team performance targets; conduct regular one-to-ones and performance reviews.
• •Onboard and train new team members on CRM tools, quotation templates, escalation procedures, and company processes.

Sales Operations Support

• •Oversee preparation and quality control of quotations, proposals, and commercial documentation ahead of client submission.
• •Coordinate with the sales/business development team to track opportunities, follow up on pending quotes, and maintain pipeline hygiene in the CRM.
• •Liaise with procurement and vendors to confirm pricing, lead times, and product availability for customer-facing offers.
• •Ensure accurate and timely processing of purchase orders, sales orders, and contract documentation.

Customer Support Management

• •Act as the escalation point for customer queries, complaints, and service issues, ensuring timely resolution and clear communication.
• •Monitor response times and case aging; enforce SLA adherence across the support queue.
• •Coordinate with technical/project teams on after-sales support, warranty issues, and service requests.
• •Maintain a structured log of customer interactions, recurring issues, and resolution outcomes.

Process, Compliance & Cross-Functional Coordination

• •Maintain and continuously refine SOPs for sales support and customer support workflows.
• •Ensure documentation and approvals align with internal governance, procurement policy, and contractual obligations.
• •Coordinate handoffs between sales, operations, project delivery, and finance to avoid delays or miscommunication.
• •Support audits and internal reviews by keeping records organized and readily retrievable.

Reporting & Continuous Improvement

• •Prepare weekly/monthly dashboards on quotation turnaround, order status, customer satisfaction, and support ticket metrics.
• •Identify bottlenecks in the sales-to-support cycle and propose process improvements.
• •Present performance summaries and improvement recommendations to management.