RIEDEL Communications

Operations

• Oversees the end-to-end order lifecycle from order entry through delivery and post-sales support
• Creates order confirmations and schedules fulfillment
• Serves as primary operational contact with Order Management in HQ and Riedel Canada
• Tracks deposits and pre-payments prior to shipment planning
• Manages vendor relationships, performance, and service level expectations
• Generates and distributes customer invoices and credit memos
• Partners with Supply Chain and Sales to align inventory strategy with demand planning

Customer Operations Manager

Sales

• Responsible for the constant development of client relationships
• Focus on sales, capturing market share, and sales tracking and achieving territory sales quota
• Continuous evaluation of market trends and gathering competitive information that affects the growth of sales
• Be the voice and vision for Riedel Communications in the territory
• Responsible for daily maintenance of the company’s database management program for the territory
• Coordinate product demonstrations, evaluations, and proof of concept demos with the appropriate technical service department
• Provide sales and product education for Riedel’s resellers and coordinate end-user training
• Implement and maintain a regional sales plan
• Lead sales presentations with customers and channel partners
• Conduct business reviews with customers using company provided reports and tools
• Track sales pipeline and bookings against quota
• Leverage strategic relationships and business partnerships to drive revenue
• Manage, develop and own productive relationships with key personnel in all customers in the region
• Proactively assess, clarify, and validate customer needs on an ongoing basis
• Coordinate the involvement of company personnel to meet customer expectations

Regional Sales Manager

Manager

• Oversee the end-to-end order lifecycle from order entry through delivery and post-sales support
• Create order confirmations and schedule fulfillment
• Communicate lead times to Sales and Customers
• Serve as primary operational contact with Order Management in HQ and Riedel Canada
• Schedule daily priorities for the Logistics team
• Track deposits and pre-payments prior to shipment planning
• Own and monitor SLAs for order processing, fulfillment timelines, and delivery performance
• Act as escalation point for complex, high-value, or at-risk customer orders
• Lead allocation strategy in partnership with Sales, Supply Chain, and HQ stakeholders
• Identify operational risks and proactively implement mitigation plans

Senior Order Manager

Support Engineer

• Provide direct customer support for our products and solutions.
• Successfully deliver on-site (and remote) post-sales commissioning and training services.
• Manage and take ownership of Customer Support cases.
• Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend.
• Support customers with remote online sessions when needed.
• Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge, technical acumen, and technical sales skills.
• Develop and maintain knowledge base articles, user documentation, and guides to support products and services.
• Maintain, configure, and schedule use of lab systems for all the larger remote Customer Success teams.
• Maintain, configure, schedule, and deliver demo equipment and solutions for customers and tradeshows, while managing inventory and availability.

Customer Operations Manager

Regional Sales Manager

Senior Order Manager

Service and Support Engineer