[Hiring] Senior Sales Operations Representative @CDW

Role Description

The role of the Senior Sales Operations Representative (Sr. SOR) is to maximize the productivity of account manager(s) through direct partnership. The Sr. SOR will provide operational order management support and handle order escalation through ServiceNow, Drop Ship Emergency, and Credit. SORs are also responsible for interacting with external customers to provide order status updates, quotes, and other requests.

• Provide operational assistance to account managers and field sales coworkers with quote creation and order processing.
• Ensure all government, customer, and seller requirements are followed on orders (DPAS ratings, due dates, contract requirements for purchasing, and SLA’s).
• Work closely with appropriate Services and Project Management team(s) on large projects.
• Responsible for order management coordination on all customer rollouts.
• Provide consistent status updates for orders, quotes, or other requests to sales coworkers.
• Proactive interaction with customers to provide order status updates, quotes, or other requests as needed to provide exceptional customer outcomes.
• Ability to assist with basic CDW and Partner badged services requests through Agiloft and Synapse (Changepoint).
• Prepare and distribute product configurations and customer quotes utilizing online tools and CDW resources.
• Promptly process orders via SPS (Sales Productivity Suite) and AS400 systems.
• Web order processing through the Sales Order Router.
• Manage bids entry, amend, and win bids in the Bid Router, as needed.
• Ensure proper purchasing contract(s) and terms are selected upon order entry.
• Daily maintenance of sales order routers and sales order manager screens.
• Ensure all started tasks are seen through to completion.
• Facilitate and follow up on Customer Relations/ServiceNow Requests to ensure a frictionless order flow experience for customers and sales coworkers.
• Provide daily maintenance of operational assistance to release orders on hold in the Sales Order Manager and Sales Order Router.
• Train and mentor new and existing coworkers.
• Leverage appropriate contract vehicles and pricing schedules for specified customers.
• Have advanced understanding and maintain in-depth knowledge of relevant products, contracts, or business segment requirements.
• Leverage/seek internal and external training opportunities to continually develop product knowledge and sales skills.
• Complete Partner Product accreditation to further advance skillsets in solutions and services sales.
• Build trusted customer relations so you can be second in command when the Account Manager or Account Manager Team(s) is out of the office or traveling.
• Proactively provide pertinent information to client(s) and account manager(s).
• Develop good working relationships with internal departments.
• Have a high sense of urgency to go above and beyond to provide an exceptional customer experience.

Qualifications

• 2+ years experience within Operations or Sales.
• Associates degree or relevant experience.
• Proficient in Microsoft Office applications.
• Excellent communication skills, both oral and written using a variety of styles and techniques appropriate to the audience.
• Effective interpersonal skills, with ability to flex style based on the audience.
• Ability to develop trusted relationships with customers and coworkers.
• Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines.
• Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve.
• Demonstrated ability to deliver exceptional customer interactions.
• Demonstrates a high sense of urgency to go above and beyond to provide an extraordinary customer experience.
• Proven ability to undertake and successfully complete special projects.

Requirements

• For CDW coworkers, a minimum “Exceeded Expectations” PMP (Performance Management Process) evaluation for at least 2 consecutive years.
• Bachelor’s degree.
• Yellow Belt Certification (process focused).
• Partner Certification(s).
• Prior experience in selling computer hardware, software, solutions, or services.
• Certifications in Advanced Technology.
• Working knowledge of internal CDW systems (AS400/SPS, Certinia, and CPQ).
• Consistently and independently delivers quality work and receives high customer satisfaction on bi-annual effectiveness survey.

Benefits

• Pay range: $50,000 - $66,000, depending on experience and skill set.
• Annual bonus target of $30,000 subject to terms and conditions of plan.
• Benefits overview: https://cdw.benefit-info.com/
• Salary ranges may be subject to geographic differentials.