Role-based Guides

Section: Role-based Guides

About this section

Each page in this section describes what a specific role does in CRMconnect — which modules they use, what a typical working day looks like, the key workflows, and the metrics they track. The documentation also serves as training material for new employees.

Sales

Role	Primary responsibility	Level
SDR — Sales Development Representative	Qualifies inbound leads, delivers opportunities to AE	Operational
Account Executive — Sales Agent	Closes deals — proposals, orders, invoices	Operational
Sales Admin — Back Office	Processes orders, issues invoices, records payments	Operational
Key Account Manager	Manages strategic accounts, contracts, renewals	Senior operational
Field Agent	Direct sales at customer site, order intake in the field	Operational
Sales Manager	Team performance, forecasting, commissions, pricing	Management

Inbound lead → [SDR] qualifies → [Account Executive] proposes & closes
→ [Sales Admin] issues documents → [KAM] (strategic accounts)
→ [Sales Manager] monitors & approves commissions
[Field Agent] — operates in parallel, field sales

Acquisitions

Role	Primary responsibility	Level
Procurement Officer	Processes approved requests, creates RFQs and POs, records receipts	Operational
Buyer — Procurement Specialist	Competitive sourcing, quote comparison, negotiation, framework contracts	Senior operational
AP Accountant — Accounts Payable	Supplier invoice validation (3-way match), debit notes, payments	Operational
Acquisitions Manager	Procurement policy, KPIs, supplier performance, approvals	Management

Approved request → [Officer] creates RFQ → suppliers respond in Portal
→ [Buyer] compares & selects → PO issued → supplier delivers
→ [AP Accountant] validates invoice (PO + receipt + invoice) → payment approval
→ [Acquisitions Manager] oversees all, approves large values, configures policy

Warehouse & Logistics

Role	Primary responsibility	Level
Goods Receipt Operator — GRN	Receives goods from suppliers, records GRN with scanner, flags discrepancies	Operational
Picking & Dispatch Operator	Picks orders (Sales + OMS), scanner picking, delivery notes, packing lists	Operational
Inventory & Stock Controller	Periodic stock counts, adjustments, internal transfers, discrepancy reconciliation	Operational
Warehouse Manager — WMS	Warehouse configuration, goods catalogue, KPIs, OMS integration, stock audit	Management
AWB & Courier Management	Generate AWB via Cargus/FanCourier/Palex (direct) or Innoship (230+ couriers, 35 countries)	Operational
eTransport — ANAF Declaration	Declaring goods movements to ANAF before transport departs	Operational / Compliance
Returns — Complete Flow	Customer return (→ Credit Note) and supplier return (→ Debit Note), stock and quarantine	Cross-department

[Acquisitions] PO confirmed → [Receipt] GRN (+ scanner) → Stock entered in Commodities
                                                                ↓
[Sales/OMS] Order confirmed → [Picking] Delivery Note (+ scanner) → Dispatch
                                                                ↓
                                        Inventory decremented automatically
                                                                ↓
              [Inventory] Cycle count → reconciliation → adjustments if needed
              [Manager] Reports + Warehouse History Audit + OMS channel config

Finance & Accounting

Role	Primary responsibility	Level
AR Accountant — Accounts Receivable	Track customer invoices, record payments, bank reconciliation, ANAF e-invoicing	Operational
General / Tax Accountant	Chart of accounts, VAT, currencies, e-invoice setup, SAGA/WinMentor export	Senior operational
Treasurer / Cashier	Daily cash register, petty cash, bank reconciliation, internal account balances	Operational
CFO / Finance Director	Cash position, AR/AP aging, ANAF compliance, management reporting	Management

[Sales] Invoice issued → [AR Accountant] records payment → reconciles bank → ANAF e-invoice
[Acquisitions] Supplier invoice → [AP Accountant] validates (3-way) → [Treasurer] makes payment
[General Accountant] → configures VAT, exchange rates, exports to SAGA/WinMentor monthly
[CFO] → oversees all: cash, receivables, payables, compliance, P&L vs. target

Customer Support

Role	Primary responsibility	Level
Support Agent L1	Resolves tickets daily — email, portal, WhatsApp, phone	Operational
Support Team Lead / Dispatcher	Balances queue, manages escalations, builds KB, configures predefined replies	Senior operational
Customer Support Manager	System configuration, KPIs, WhatsApp bots, self-service strategy, cross-department integrations	Management

[Email / Portal / WhatsApp / Phone]
       ↓ (spam filter → email pipe → automatic routing)
[L1 Agent] → responds with Predefined Replies + KB + Appointly callbacks
       ↓ (if beyond L1)
[Team Lead] → handles escalations, assigns agents, documents in KB
       ↓ (if another department involved)
[Sales / Finance / Warehouse / IT] → specialised resolution
       ↓
[Closed] → automatic CSAT survey → Manager monitors KPIs

HR & Human Resources

Role	Primary responsibility	Level
HR Specialist / Generalist	Personnel records, HR files, timesheets, onboarding, offboarding	Operational
Recruiter	Recruitment pipeline — proposals, campaigns, candidates, interviews, hiring	Operational
Payroll Specialist	Collect salary components, generate payslips, export to accounting	Operational
HR Manager	Organisational structure, roles/permissions, OKRs, performance reviews, payroll	Management

[Hiring need] → [Recruiter] proposal → campaign → candidates → interview → Elected
       ↓ (automatic)
[Staff created] → [HR Specialist] completes file, role, access, team
       ↓ (monthly)
[Approved timesheet] + [Commissions] + [KPI Bonus] → [Payroll Specialist] → Payslip
       ↓
[HR Manager] → approves, OKR reviews, promotions, org structure

Management

Role	Primary responsibility	Level
CEO / General Manager	KPI visibility, OKRs, large contract approval, cash position, internal communication	C-Suite

[DataPulse] daily executive dashboard — revenue, pipeline, projects, tickets
[Goals] targets with automatic progress from CRM data
[OKR] quarterly strategic objectives with weekly check-ins
[Reports] drill-down per department when an indicator deviates
[Contracts] approval at high values via Workflow Automation

Production

Role	Primary responsibility	Level
Production Operator	Execute work orders, time tracking, material consumption	Operational
Production Manager / Planner	BoM/routing/work centre config, MO planning, costs, KPIs	Management

[Sales] Confirmed Sales Order → [Production Manager] creates MO manually
→ Confirmation → component stock check
  → Missing → Purchase Request → [Acquisitions] procures
  → Stock OK → Planned → Work Orders created per operation
→ [Operator] executes WO: time + materials → Completed
→ Finished product enters warehouse → MO cost calculated

Module is functional but in early stage of client deployment. No REST API. Sales Order integration is manual.

OMS & E-commerce

Role	Primary responsibility	Level
OMS Order Operator	Daily processing of orders from all sources: WooCommerce, B2B Portal, EDI, API, manual	Operational
E-commerce & OMS Manager	Channel configuration, EDI partners, discounts, approval policies, per-channel reporting	Management

[WooCommerce / Shopify] automatic sync
[B2B Portal] self-service customer order      → [Order Operator] validates
[EDI (X12/EDIFACT)] from retailers/distributors   → automatic confirmation
[External API] from ERP/marketplace/app       → delivery note → AWB → delivery
[Manual Sales Order / field agent]            → bidirectional status tracking

[E-commerce Manager] configures channels + rules + discounts + EDI partners

Legal

Role	Primary responsibility	Level
Legal Counsel	Customer/supplier/HR contracts, Document Management, GDPR, audit trail	Senior operational

[Sales] creates contract from accepted proposal → [Legal] reviews
→ Internal approval (DM) → Send to customer → Customer signs digitally
→ [Legal] archives → monitors expiries → renews
→ [Legal] processes GDPR requests within 30 days

VRM — Vendor Relationship Management

Role	Primary responsibility	Level
Vendor Relations Specialist	Vendor onboarding, portal, price catalogue, RFQ/PO tracking, returns	Operational
VRM Manager	Strategic segmentation, framework contracts, performance evaluation, procurement risk	Management

[Acquisitions Buyer] creates RFQ → [VRM Specialist] tracks vendor responses
→ Vendor responds in Portal → Buyer compares quotes → PO issued
→ [VRM Specialist] monitors confirmation + delivery + returns
→ [VRM Manager] evaluates performance quarterly → renegotiates contracts

IT & System Administration

Role	Primary responsibility	Level
System Administrator	Platform configuration, users, roles/permissions, integrations, security, API	Technical management

[Management] Platform decision → [IT Admin] configures company
→ adds users → sets roles/permissions → activates integrations
→ monitors daily → audits access → ensures GDPR compliance

Marketing

Role	Primary responsibility	Level
Email Marketing & Campaigns Specialist	Email templates, CRM segmentation, email/SMS campaigns via Marketing Planner	Operational
Digital & Social Media Specialist	Unified social analytics, remarketing (Google/Meta/LinkedIn), Facebook Lead Ads, Google Analytics	Operational
Marketing Automation Specialist	Automated nurturing flows, WhatsApp bots, capture forms, lead scoring, Facebook Leads	Senior operational
Marketing Manager	Campaign strategy, ROI/attribution, MQL calibration, sales alignment	Management

[Traffic] → Web forms / Facebook Ads / WhatsApp
       ↓ (automatic)
[Lead created in CRM] with source + automatic scoring
       ↓
[MA Specialist] → automatic nurturing (email/SMS/WhatsApp bot)
       ↓ (at score threshold)
[Sales SDR] → contacts → Opportunity
       ↓
[Marketing Manager] → reports ROI: campaign budget → lead → attributed revenue