Director of Sales Process & Operations - Multiple Locations

Director of Sales Process & Operations

Factors that may be used to determine your actual salary include your job specific skills, education, training, job location, number of years of experience related to this role and comparison to other employees already in this role.

The ideal candidate lives and works within DSG's footprint, within commuting distance of a DSG branch. Opportunities for hybrid work may be available for well-qualified candidates.

DSG is seeking a Director of Sales Process & Operations to join our team. As a Director of Sales Process & Operations, you will lead the standardization, governance, and continuous improvement of commercial execution processes across DSG. Reporting to the COO, this role is responsible for defining how sales and customer service execution works within the organization—ensuring consistent workflows, behaviors, service expectations, and transactional discipline across branches, regions, and segments.

This role serves as DSG's enterprise leader for sales and customer service process execution within the Eclipse ERP environment, with ownership of workflows related to order entry, quote management, pricing execution, customer service operations, job management functionality, returns processing, warranty administration, communication standards, and sales support processes.

As an individual contributor with strong cross-functional influence, this position partners closely with Sales, Operations, Supply Chain, IT, Pricing, Purchasing, Finance, and Branch Leadership to improve execution consistency, operational efficiency, customer responsiveness, and service quality across the enterprise.

The Director of Sales Process & Operations is also responsible for governance and optimization of commercial workflows within Eclipse, including ERP authorization structures, role-based access, workflow standards, and process controls that support scalable and disciplined operations.

This role requires deep operational expertise in wholesale distribution sales and customer service processes, strong functional mastery of Eclipse ERP, and the ability to drive practical, field-adopted process improvement across a decentralized organization. Travel up to 25% of the time may be required.

At DSG, we are dedicated to building futures one job at a time. Starting with yours. As an ESOP, we are a community of peers, first and foremost. And we focus on cultivating an environment of respect, teamwork and growth. Where your career path is rich with possibilities. Where every success is shared. And where every challenge is overcome together. For more than a century, we've delivered more than supplies, we've offered true partnership and valuable solutions.

By continuing to empower the future of our vendors and customers, we will empower a future of ongoing success for all of us.

A Typical Day in the Life of a Director of Sales Process & Operations at DSG:

• Serve as the enterprise owner of sales and customer service process execution standards across DSG, ensuring consistency, scalability, and operational discipline across branches and regions.
• Define, standardize, and continuously improve workflows related to order entry, quote entry, pricing execution, customer maintenance, order management, returns processing, warranty administration, customer communication, and service recovery processes.
• Establish and maintain execution standards for inbound and outbound sales activities, customer follow-up expectations, utilization of phone and text communication platforms, and sales/customer service responsiveness.
• Lead process governance and operational discipline surrounding quotation workflows, job management functionality, pricing overrides, transaction management, and customer account management within Eclipse.
• Serve as DSG's functional expert for Eclipse sales and customer service workflows, identifying opportunities to improve usability, efficiency, accuracy, and consistency across the organization.
• Own ERP authorization management and governance for sales and customer service functions, including role-based access, approval structures, transaction permissions, workflow controls, and segregation of duties.
• Establish operational standards and process governance for returns, credits, warranty claims, and vendor recovery processes to ensure consistent customer experience, timely resolution, financial accuracy, and accountability across the organization.
• Partner with Supply Chain, Operations, Purchasing, and branch teams to improve coordination and execution surrounding damaged goods, returns handling, warranty processing, vendor claims, and customer issue resolution.
• Partner with Sales Leadership and Branch Leadership to reinforce consistent sales and customer service behaviors that improve customer experience, execution quality, productivity, and operational consistency.
• Define and improve handoff processes between Sales, Customer Service, Warehouse, and Delivery teams to reduce friction, improve communication, and enhance…