Lead Sales Back Office Operations - Gujarati/Hindi

Number of Positions: 2
Department: Sales & Distribution
Location: Kiambu
Reports To: Head of Sales 
Industry: FMCG Manufacturing
Languages: Proficiency in Gujarati or Hindi
Role Purpose
The Lead – Sales Back Office will oversee and manage all back-office sales operations to ensure smooth order processing, accurate reporting, seamless coordination between sales teams, supply chain, finance, and customers. This role is responsible for driving operational excellence, data accuracy, and customer service efficiency by leveraging systems and best practices. Proficiency in Gujarati or Hindi is a MUST, given the cultural and business context of key stakeholders.
Key Responsibilities
1. Sales Operations & Order Management
•    Manage end-to-end order processing, ensuring timely and accurate entry, validation, and confirmation.
•    Coordinate with production planning, logistics, and dispatch teams for smooth fulfilment.
•    Monitor stock availability, pending orders, delivery schedules, and highlight exceptions proactively.
•    Ensure timely resolution of order discrepancies, shortages, and customer queries.
2. Sales Data Management & Reporting
•    Maintain and update all sales data repositories, including daily, weekly, and monthly reports.
•    Prepare sales dashboards, forecasting inputs, and analysis for management decision-making.
•    Track sales team performance, primary vs. secondary sales, SKU-level performance, and customer-level trends.
•    Ensure data accuracy in SAP systems.
3. Systems & Process Excellence
•    Lead usage and compliance of Sales Automation Tools (ERP, SFA, CRM, Distributor Management Systems).
•    Drive continuous improvements in back-office processes to improve TAT, accuracy, and efficiency.
•    Collaborate with IT and Sales teams for system enhancements and troubleshooting.

4. Customer Service & Distributor Support
•    Act as the primary contact for distributors, key accounts, and field teams for operational queries.
•    Ensure timely issuance of credit notes, debit notes, and coordination for claims (pricing, damages, returns, shortages).
•    Support onboarding of new distributors and ensure documentation compliance.
5. Cross-Functional Coordination
•    Work closely with Finance for credit control, payment follow-ups, and account reconciliation.
•    Liaise with Supply Chain for inventory allocation, delivery schedules, and logistics planning.
•    Partner with Sales Leadership in sales planning, schemes execution, and performance reviews.
6. Team Leadership
•    Lead and mentor the sales back-office team to ensure high performance and adherence to SOPs.
•    Conduct regular training sessions on processes, systems, and sales policies.
•    Monitor workload distribution, productivity, and service levels within the team.
Qualifications & Experience
•    Bachelor’s degree in Business Administration, Commerce, Supply Chain, or related field.
•    5–8 years of experience in sales operations/back office in FMCG industries in a managerial role.
•    Strong experience in sales order management, ERP/SAP and reporting tools.
•    Demonstrated understanding of FMCG sales processes, distribution models, and pricing structures.
•    Proficiency in Gujarati or Hindi is a MUST, given the cultural and business context of key stakeholders.
 
Skills & Competencies
•    Excellent analytical and reporting skills.
•    Strong coordination and communication abilities.
•    High proficiency in MS Excel and data visualization tools.
•    Good understanding of SAP workflows.
•    Ability to manage multiple stakeholders and resolve operational issues quickly.
•    Leadership and team management capability.
•    Detail-oriented, process-driven, and organized.