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

The sales team generates the company's primary revenue — from the first prospect interaction to payment collection. It covers the entire funnel: lead qualification, proposals, negotiation, document issuance, and strategic account management.

Key responsibilities:

• Qualify leads and convert them into opportunities with accurate pipeline data
• Create and send commercial proposals, confirm orders, issue invoices
• Sign and archive client contracts; track contract renewals
• Record and verify commission calculations
• Manage the strategic account portfolio (KAM), including pricing and discount rules

Primary modules: Leads · Opportunities · Proposals · Sales Orders · Invoices · Contracts · Commissions · Price Lists · CRM Dashboard

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

The purchasing team controls the full procure-to-pay cycle — from identifying a supply need to paying the vendor invoice. Their work ensures the company buys at the right price, from the right vendor, with every document properly matched before payment is released.

Key responsibilities:

• Create and send RFQs; compare supplier quotations; negotiate prices and terms
• Issue purchase orders linked to approved requests; maintain the vendor catalogue
• Receive goods and record GRNs (three-way match: PO + receipt + vendor invoice)
• Validate vendor invoices, create debit notes for discrepancies, approve payments
• Monitor vendor performance and enforce procurement policy

Primary modules: Vendors · Purchase Requests · RFQs · Purchase Orders · Goods Receipt · Vendor Invoices · Debit Notes · Purchase Contracts · Vendor Portal

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

The warehouse team is responsible for the physical accuracy of inventory — inbound from suppliers, outbound to customers, and everything in between: picking, packing, AWB generation, stock transfers, cycle counts, and ANAF eTransport declarations. Inventory accuracy is the foundation every other department depends on.

Key responsibilities:

• Receive supplier deliveries and record GRNs (NIR) with scanner verification
• Pick and pack sales and OMS orders; generate delivery notes and AWBs
• Declare outbound transport to ANAF via eTransport before vehicles depart
• Execute cycle counts and full physical inventories; adjust book stock to match reality
• Process inbound returns (→ credit note) and outbound returns to suppliers (→ debit note)

Primary modules: Goods Receipt · Goods Issue · Delivery Notes · Packing Lists · AWB / Couriers · Internal Transfers · Physical Inventory · Loss Adjustment · Warehouse History · eTransport

[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

The finance team ensures every monetary transaction is correctly recorded, invoices are legally compliant (including ANAF eFactura), cash is reconciled, and management has an accurate P&L view. They are the last check before money moves in or out.

Key responsibilities:

• Track customer invoices and record incoming payments; reconcile against bank statements
• Submit invoices to ANAF via eFactura; handle ANAF responses and corrections
• Validate supplier invoices against POs and GRNs (three-way match) before payment
• Manage daily cash registers; handle petty cash and inter-account transfers
• Export monthly accounting data to SAGA or WinMentor; file VAT returns
• Provide management with AR/AP aging, cash position, and P&L vs. target reporting

Primary modules: Invoices · Payments · Credit Notes · Bank Statement · Cash Statement · eFactura · Taxes · Chart of Accounts · Currencies · Payment Modes · SAGA · WinMentor

[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

The support team is the voice of the company after the sale. They resolve client issues quickly and consistently across all channels — email, portal, WhatsApp, and phone — and feed unresolved patterns back to product and operations for systemic fixes.

Key responsibilities:

• Triage and resolve inbound support tickets within SLA targets
• Route escalations to the correct department (sales, finance, warehouse, IT)
• Build and maintain the knowledge base and predefined reply library
• Configure WhatsApp bots and self-service deflection paths
• Monitor KPIs: first-response time, resolution time, CSAT score, escalation rate

Primary modules: Support Tickets · Ticket Priorities · Ticket Services · Ticket Statuses · Ticket Reply Templates · Knowledge Base · Client Portal · WhatsApp Integration · Appointly

[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

HR manages the full employee lifecycle — from the first job posting to the final payslip. They are also the gatekeepers of platform access: every staff account, role assignment, and permission change passes through this team.

Key responsibilities:

• Maintain staff records: personal data, contracts, department assignment, role, access level
• Run recruitment campaigns; manage candidate pipeline from application to hiring decision
• Track timesheets; collect salary components (base, commissions, KPI bonuses); generate payslips
• Manage onboarding (day-one access, equipment checklist) and offboarding (access revocation)
• Configure OKR objectives and run quarterly performance review cycles

Primary modules: Staff · Departments · Roles · Timesheets · HR Payroll · HR Profile · Recruitment · OKR · Staff Teams · 2FA

[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

Executives and general managers use the platform as a real-time control room across all business functions. They do not operate modules day-to-day — they monitor the aggregated outputs: revenue pipeline, financial health, operational KPIs, and strategic objective progress.

Key responsibilities:

• Monitor revenue pipeline: deal value, close probability, weighted forecast
• Track cash position, AR aging, and P&L vs. budget in real time
• Review OKR progress and cascade strategic objectives to departments
• Approve high-value contracts and purchase orders that exceed department limits
• Identify operational bottlenecks from cross-department reports and act

Primary modules: CRM Dashboard · Opportunities · Reports · OKR · Resource Workload · Account Balances · Billing · Capabilities overview

[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

The production team converts raw materials and components into finished goods. They manage the manufacturing order lifecycle — from BOM and work centre configuration to operator execution, material consumption tracking, and finished goods receipt into the warehouse.

Key responsibilities:

• Configure bills of materials (BOM), routings, and work centres
• Create and schedule manufacturing orders linked to confirmed sales orders
• Trigger purchase requests for missing components before production starts
• Track operator execution: time logged per work order, materials consumed
• Close manufacturing orders; receive finished goods into warehouse stock; calculate actual production cost

Primary modules: Manufacturing Orders · Work Orders · Bills of Materials · Work Centres · Production Reports · Purchase Requests · Commodities

[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

OMS & E-commerce

The OMS team processes orders from every sales channel through to fulfilment — WooCommerce, Shopify, B2B portal, EDI from retail partners, and direct API integrations. Their goal is a single, consistent fulfilment pipeline regardless of where the order originates.

Key responsibilities:

• Validate and confirm incoming orders from all channels; flag exceptions (out-of-stock, pricing mismatch)
• Allocate inventory; trigger picking and packing in the warehouse
• Generate AWBs and track delivery status across 230+ couriers via Innoship
• Configure sales channels: per-channel price lists, discount rules, delivery methods, EDI partners
• Report on channel performance: conversion rate, fulfilment time, return rate per source

Primary modules: Omni Sales Orders · Omni Products · Channel Settings · Courier Integrations · Delivery Notes · Packing Lists · Returns

[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

The legal team manages the company's contractual and regulatory obligations — from drafting and approving contracts to processing GDPR requests and maintaining the digital document archive. Their role spans commercial, procurement, HR, and compliance dimensions.

Key responsibilities:

• Review and approve customer, supplier, and HR contracts; track expiry and renewal dates
• Manage the internal approval workflow (Document Management) for contracts before signing
• Send contracts for digital signature and archive signed copies
• Process GDPR data access and erasure requests within the 30-day statutory deadline
• Maintain the secure document archive; ensure retention policy compliance

Primary modules: Contracts · Contracts Opportunity · Contracts Vendor · Document Management · GDPR · Purchase Contracts

[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

The VRM team manages strategic supplier relationships beyond individual purchase orders — segmentation, portal access, framework agreements, performance scoring, and supply risk monitoring. Where Acquisitions handles transactional purchasing, VRM handles the ongoing vendor partnership.

Key responsibilities:

• Onboard new vendors into the system and the supplier portal
• Maintain the vendor catalogue: products, prices, lead times, minimum order quantities
• Manage framework contracts and monitor compliance with agreed terms
• Evaluate vendor performance quarterly: delivery reliability, quality, price competitiveness
• Identify and escalate supply chain risks before they impact production or fulfilment

Primary modules: Vendors · Vendor Portal · Purchase Contracts · Vendor Items · Purchase Reports · RFQs · Purchase Orders

[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

The system administrator is the platform owner inside the company — responsible for the initial configuration, ongoing maintenance, user lifecycle, and technical integrations. Every other team's ability to work effectively depends on this role being done well.

Key responsibilities:

• Complete the initial platform setup: company data, fiscal info, document numbering, currencies, VAT rates
• Manage staff accounts: create on hire, disable on departure, never delete (preserve audit trail)
• Configure roles and permissions; enforce least-privilege access across all departments
• Activate and maintain integrations: ANAF (eFactura, eTransport), couriers, payment gateways, SAGA/WinMentor, API
• Enforce 2FA; review access logs; process GDPR erasure requests; manage data retention

Primary modules: General Settings · Staff · Roles · Custom Fields · 2FA · GDPR · Integrations · API Management · Utilities · Team Passwords

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

Marketing

The marketing team generates and qualifies the leads that feed the sales pipeline — through email campaigns, WhatsApp automation, social media, paid advertising, and lead scoring. They are also responsible for measuring and attributing revenue back to specific campaigns.

Key responsibilities:

• Build email campaigns and nurturing sequences using CRM segments; track opens, clicks, unsubscribes
• Configure WhatsApp bots for automated responses and lead capture
• Set up remarketing audiences from CRM data on Google, Meta, and LinkedIn
• Build and test web lead-capture forms; configure Facebook Lead Ads integration
• Score leads automatically based on engagement; hand off qualified leads to SDRs at the right moment
• Report campaign ROI: budget spent → leads generated → opportunities created → revenue attributed

Primary modules: Marketing Planner · Email Builder · Mailbox Integration · WhatsApp · Lead Forms · Lead Scoring · Facebook Lead Ads · Social Analytics · Remarketing Pixel · Surveys

[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