Sales Operations Specialist

Skill required: Order Management - Order Management

Designation: Sales Operations Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do

• The Trainer will build role readiness and sustained proficiency for the GCC Customer Service team supporting B2B or Small Business sellers. The role will translate operational processes across order management, product and pricing support, deductions, customer queries, escalations, and ticket workflow into structured learning journeys.
• The incumbent will own training-needs analysis, curriculum development, facilitation, certification, nesting support, refresher learning, and training effectiveness reporting, while partnering with operations, quality, SMEs, and onshore stakeholders to keep learning content accurate and business-relevant.
• Demonstrated capability in needs analysis, curriculum development, facilitation, assessment, certification
• Assess, design, build and Implement best practices on process, organization, and technology for Order Management from Order Creation to Order Fulfillment, financial settlement including order prioritization, purchase order receipt, invoice matching, inventory availability and promise, accuracy and fulfillment, provisioning of services and activation of billing.
• Includes Distributed Order Management for both on-line and physical network management. What are we looking for
• Bachelors degree in Business, Commerce, Human Resources, Education, or a related field.
• 5-7 years of experience in B2B customer service, order management, sales support, shared services, or comparable operations, including at least 2 years in training or capability development.
• Certification in training, instructional design, facilitation, or Lean or Six Sigma fundamentals.
• Execution Discipline: Maintains accurate training records, content governance, timelines, and audit readiness.
• Learners complete required training and meet the approved certification standard
• Learning Effectiveness & Continuous Improvement
• Track attendance, completion, assessment, certification, remediation, and early-life operational indicators through accurate dashboards and records.
• Evaluate effectiveness using learner feedback, retention, quality findings, repeat errors, productivity, and SLA indicators; apply root-cause insights to improve learning interventions.
• Strong knowledge of order-to-cash, order and shipment management, product and pricing workflows, deductions and credits, escalations, and SLA-driven ticket operations. Roles and Responsibilities:
• Training Needs Analysis & Learning Planning
• Partner with operations, quality, SMEs, and business stakeholders to identify capability gaps from performance trends, audit findings, SLA misses, process changes, and learner feedback.
• Create role-based learning plans for new hires, cross-skilling, upskilling, refreshers, and change releases, with clear objectives, assessments, certification criteria, and post-training support.
• Curriculum & Content Development
• Design and maintain facilitator guides, learner materials, simulations, case studies, assessments, job aids, and SOP-linked learning assets.
• Build scenario-based modules across order, shipment, product, pricing, invoice, deduction, credit, EDI, onboarding, and ticket workflows, with disciplined version control aligned to approved process and system changes.
• Training Delivery & Facilitation
• Deliver instructor-led, virtual, and blended learning for new hires and tenured employees using adult-learning principles and practical B2B customer-service scenarios.
• Facilitate approved ERP, CRM, ticketing, and workflow demonstrations and guided practice, adapting delivery to learner proficiency while maintaining consistent coverage and outcomes.
• Assessment, Certification & Nesting
• Develop and administer knowledge, process, system, and communication assessments, maintaining clear evidence of learner progress and certification decisions.
• Coordinate nesting, side-by-side coaching, remediation, readiness-risk escalation, and structured handover of certified learners to operations.
• Stakeholder & Knowledge Management
• Conduct train-the-trainer and knowledge-transfer sessions, and contribute to governance, calibration, change-review, and launch-readiness forums.
• Maintain current learning repositories and audit-ready records covering materials, attendance, assessments, certifications, decisions, and change logs.