Order Desk Lead

• Serve as the lead for complex and custom quotation requests, working closely with Engineering and the Senior Sales Team for support.
• Lead a team of Sales Coordinators, acting as the primary point of contact for daily quoting and sales support activities.
• Prepare and deliver presentations—both in-person and virtual—for dealer onboarding and training.
• Organize and lead cross-functional meetings with internal departments.
• Cross-train team members within the Order Desk to ensure full operational coverage.
• Ensure the team adheres to established processes and standard operating procedures (SOPs).
• Develop and implement new process maps to improve efficiency and workflow.
• Monitor and report on department metrics (e.g., tickets, quotes, calls, speed, accuracy) to ensure performance standards are met.
• Collaborate with departments such as Marketing and Engineering on strategic projects.
• Travel as needed to support trade shows and other sales-related events.
• Ensure the Order Desk team delivers high-quality customer service; coach team members on handling difficult customer interactions professionally and courteously.
• Verify accuracy of order entries for whole goods.
• Communicate order acknowledgements, delivery dates, and shipping details to customers.
• Collaborate with the Order Fulfillment team on shipping schedules, inventory availability, freight coordination, and managing exceptions to meet customer needs.
• Manage inbound communications (calls and emails) related to dealer inquiries, product configuration, and inside sales support.
• Provide input to the product strategy team regarding current pricing data on portals, considering factors like accuracy, margins, cost, competition, and market strategy.
• Offer daily support and guidance to the Whole Goods Order Desk team.
• Serve as a backup for the Order Desk Manager.
• Perform other duties as assigned.

Brandt