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Sales Operations & Special Projects Manager

Cobb Custom Millwork, A Division of T.M. Cobb Companies

Position Summary

The Sales Operations & Business Process Manager is responsible for driving operational efficiency, process standardization, technology adoption, and continuous improvement across the Sales, Customer Service, and Estimating functions of Cobb Custom Millwork.

This position serves as the business leader for sales process improvement initiatives, workflow management, and ERP adoption while helping the organization implement scalable systems that improve customer experience, increase efficiency, and support long-term growth. The role will work closely with the General Sales Manager to evaluate current processes, identify improvement opportunities, support software implementation initiatives, and ensure effective utilization of business systems including Klaes ERP and Monday.com. 

The ideal candidate will bring strong industry experience in custom millwork, windows, and doors, combined with a practical understanding of sales operations, estimating workflows, manufacturing coordination, and customer service processes.

Reporting Structure

Reports To: General Sales Manager

Direct Reports: None

Functional Leadership: Sales, Estimating, Customer Service and Special Project Teams

Primary Responsibilities

Sales Operations & Process Improvement

• Evaluate and continuously improve sales, estimating, order entry, and customer service workflows.
• Develop standardized processes that improve consistency and reduce errors.
• Improve communication and handoff procedures between sales, estimating, production, and customer service.
• Identify bottlenecks and implement solutions that improve turnaround times and customer satisfaction.
• Assist leadership in developing operational KPIs and performance dashboards.
• Document standard operating procedures (SOPs) and best practices.

ERP Business Leadership

• Act as the business process owner supporting the implementation and optimization of the Klaes ERP system.
• Work with department leaders to define business requirements and operational workflows.
• Coordinate user acceptance testing, process validation, and adoption efforts.
• Develop training materials and support employee onboarding into new systems.
• Ensure ERP processes align with operational objectives and customer service goals.
• Partner with IT, software vendors, and consultants to support successful implementation.

Workflow Management & Technology Adoption

• Serve as the business owner of Monday.com and related workflow management systems.
• Develop department workflow templates, dashboards, reporting structures, and accountability measures.
• Drive adoption and consistency across departments.
• Identify opportunities for automation and process digitization.
• Evaluate future software solutions that enhance sales effectiveness and customer visibility.

Strategic Projects

• Lead cross-functional projects that improve operational performance and customer experience.
• Assist in implementation of new sales technologies and business systems.
• Facilitate communication between departments to ensure project success.
• Provide regular project updates and recommendations to leadership.
• Support organizational growth initiatives and process scalability.

Industry & Product Support

• Utilize industry expertise to help improve sales processes, product configuration accuracy, estimating procedures, and customer communication.
• Assist with knowledge transfer and documentation of best practices.
• Support process alignment between customer expectations and operational capabilities.

Qualifications

Preferred Experience

• 10+ years of experience in custom millwork, windows and doors, building products, or related industries.
• Experience in estimating, sales operations, manufacturing coordination, or operational leadership.
• Experience implementing or supporting ERP, quoting, CRM, or workflow management systems.
• Familiarity with manufacturing environments and custom order production.
• Experience leading process improvement initiatives.

Preferred Skills

• Strong understanding of custom window and door products.
• Sales and estimating process expertise.
• Business process mapping and workflow development.
• Project leadership and organizational skills.
• Change management and user adoption.
• Dashboard and KPI development.
• Microsoft Office, Microsoft Teams, ERP systems, and workflow management platforms.

Key Competencies

• Process Improvement
• Business Systems Adoption
• Project Leadership
• Sales Operations
• Customer Focus
• Continuous Improvement
• Cross-Functional Collaboration
• Problem Solving
• Communication Excellence
• Accountability
• Strategic Thinking

Key Performance Indicators (KPIs)

ERP Adoption & Utilization

• Klaes implementation milestones completed on schedule.
• User adoption rates by department.
• Percentage of transactions processed through Klaes.
• Reduction in manual processes and spreadsheets.
• Completion of employee ERP training objectives.

Year-One Target

• 90%+ adoption rate across designated departments.

Workflow Management

• Monday.com implementation and utilization rates.
• Percentage of active orders and quotes tracked within Monday.com.
• Reduction in missed tasks and project delays.
• Dashboard and reporting deployment across departments.

Year-One Target

• 100% of assigned workflows managed through Monday.com.

Sales Process Efficiency

• Reduction in quote turnaround times.
• Reduction in order entry errors.
• Improved sales-to-order conversion rates.
• Improved internal response times.

Process Documentation

• Creation and implementation of SOPs.
• Number of documented workflows completed.
• Reduction in process variation across departments.

Year-One Target

• All major sales and estimating processes documented.

Strategic Project Success

• On-time completion of assigned projects.
• Achievement of project objectives.
• Adoption and utilization of delivered solutions.
• Measurable operational improvements resulting from implemented initiatives.

Compensation and Benefits:

• Competitive.

• Comprehensive health, dental, and vision insurance.

• 401 (k) plan with company match.

• Paid vacation, holidays, and sick leave.

• Professional development opportunities.

• Travel allowances.                                                                                        

T.M. Cobb Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

T.M. Cobb Companies does not hire anyone under the age of 18.