Sales Operations Manager

About the role

The Sales Operations Manager – Cocoa plays a critical role in enabling commercial success through operational excellence, process optimization, and cross-functional coordination. Acting as a key liaison between Sales, Customer Service, GBS (Global Business Services), and external customers, this role ensures seamless execution of order management, pricing, customer documentation, and sales support activities. The ideal candidate is a proactive problem solver with a customer-centric mindset, strong attention to detail, and a passion for process improvement. This role also contributes directly to the overall cocoa commercial strategy by supporting customer engagement, maintaining data integrity, and ensuring internal alignment.

Job responsibilities include

Customer Service & Issue Resolution

• Lead resolution of escalated customer service issues related to orders, samples, pricing, documentation, and complaints.
• Act as the primary liaison between Sales and Customer Service to ensure timely and accurate support for customer needs.
• Support customer service reps with resolving price discrepancies, product replacements, and related issues.

Sales Support & execution

• Manage the full pricing process: request and coordinate quotes, facilitate internal approvals, and ensure accurate booking in systems.
• Oversee the periodic pricing and contract booking cycle, ensuring contract integrity and timely updates.
• Maintain and update the customer contract portfolio including new item additions, volume transfers, extensions, and closures.
• Manage small accounts and provide interim coverage for accounts when Sales Representatives are unavailable (e.g., during conferences or leave).

Process Coordination & System Management

• Submit and track sample requests for customer projects or lab work via Salesforce.
• Request and follow up on technical and regulatory documentation packets specific to customers or items.
• Submit requests to GBS partners (e.g., documentation, samples, master data) and ensure timely completion and accuracy.
• Serve as the Salesforce champion for the cocoa sales team by promoting best practices, maintaining data hygiene, and monitoring pipeline stage accuracy.

Reporting & Data Management

• Prepare, update, and analyze customer-specific reports (e.g., contract balances, order history, volume trends).
• Provide actionable insights and support Sales Managers with data-driven decision-making.
• Deliver timely product information, complete required customer documentation, and handle technical or QA-related inquiries.

About You

The ideal candidate is an operationally-minded professional with strong commercial support experience, preferably in the food, ingredients, or commodity sectors. They should be highly organized, collaborative, and possess the ability to juggle multiple priorities in a fast-paced environment.

• 3 to 5+ years of experience in sales operations, commercial support, or customer service within B2B environments.
• Experience in cocoa, food ingredients, or agricultural commodities preferred.
• Customer-Focused: Proactive problem-solver who understands customer expectations and strives to exceed them.
• Strong Communicator: Able to coordinate effectively across functions, regions, and seniority levels.
• Detail-Oriented: Precision in managing pricing, contracts, and customer documentation.
• Analytical: Comfortable with interpreting and presenting sales data to support strategic decisions.
• Tech-Savvy: Proficient in Salesforce, Excel, and ERP systems (e.g., SAP); strong data entry and reporting skills, power queries and simple programming.
• Process-Driven: Organized, methodical, and capable of improving workflows and removing inefficiencies.
• Team Player: Works collaboratively with Sales, Customer Service, and Business Support teams

What you can expect from Barry Callebaut

• Salary Range of $65,000 - $78,000, depending on factors such as experience and location, plus annual bonus, and our comprehensive benefits package
• PTO, Paid Holidays, Flex Days
• Environment that welcomes workplace flexibility and hybrid environment
• An atmosphere where diversity is embraced, and inclusivity is second nature. We call it #OneBC! Just ask our champions with the Americas Women’s Forum and the Racial Equality Forum!
• Ability to grow personally and professionally within an organization that values development and internal career growth

We are committed to building a diverse and inclusive team and encourage all qualified candidates to apply.  Be part of our mission in making sustainability the norm through Forever Chocolate with priorities centered around prospering farmers, zero child labor, carbon and forest positive, and creating 100% sustainable ingredients in all our products.