[Hiring] Senior Sales Operations Supervisor @CDW

Role Description

The purpose of the Sr. Sales Operations Supervisor (Sr. SOS) is to provide operational management and drive profitable revenue growth for regional sales district(s) and create a frictionless customer experience. The Sr. SOS is responsible for navigating complex operational processes, driving efficiency, and strategizing with sales leaders to build partner and customer relationships. They serve as a liaison and escalation path for Backoffice departments and ensure consistent execution of Standard Operating Procedures (SOP) and customer experiences.

• Requires advanced skills and expertise in a range of processes, procedures, and systems.
• Develop trusted partnerships with sales manager(s) and account managers to provide operational management.
• Requires established network and positive working relationships with internal CDW departments.
• Understand how related teams coordinate their efforts and resources to achieve objectives.
• Use collaborative relationships with internal CDW departments to resolve order issues (e.g. drop ship emergencies, backorder management, bid escalation, etc.).
• Evaluate and communicate unusual and/or complex content in a clear manner.
• Strategize with sales managers to build partner and customer relationships that generate business opportunities.
• Align with strategic OEM (Original Equipment Manufacturer) partners to organize sales enablement activities that drive growth and profitability for solutions and services.
• Assess and determine the impact of negative gross margin, freight/price adjustment(s), and RMAs (Return Merchandise Authorization) to make informed decisions that balance profitability and customer satisfaction, in accordance with sales leadership guidance.
• Gather and analyze data to identify and solve complex problems that arise with little or no precedent.
• Strategically resolve escalated customer service issues.
• Provide actionable insight on Sales Analytics reporting to grow revenue.
• Oversee Drop Ship in House and Pre-Order requests and delivery requirements and maintain communication with all necessary stakeholders to ensure customer deadlines/milestones are met.
• Impact team/department subareas whose work activities are closely related by suggesting improvements to existing processes and solutions to improve efficiency.
• Review month end open order reports and strategize with account managers to determine correct course of action to close deals and ensure business stays with CDW.
• Creation and management of backorder reports to determine correct course of action to close deals and ensure business stays with CDW.
• Identify and correct performance gaps or missed Service Level Agreements (SLAs).
• Facilitate the resolution of account manager commission miscalculations.
• Support strategic sales initiatives and company goals.
• Assist with execution and planning of segment go-to-market strategy.
• Provide subject matter guidance and training to others with less experience.
• Provide just-in-time coaching to account managers on operational tasks, maintaining profitability and decision making skills.
• Determine skill gaps among account managers and work with sales management on development plans.
• Understand CDW Service platforms including, but not limited to Agiloft, Changepoint and Synapse.

Qualifications

• Bachelor’s degree OR Associates degree and 2 years of sales process experience OR 5 years CDW experience required.
• Minimum 2 years of CDW experience in Sales Operations role.
• Ability to compute, analyze, and interpret numerical data for reporting purposes.
• Excellent communication skills, both oral and written using a variety of styles and techniques appropriate to the audience.
• Demonstrated analytical skills, with the ability to understand data findings to draw conclusions and develop actionable recommendations.
• Ability to develop trusted relationships (internal and external) at all levels in an organization.
• 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.
• Understanding/appreciation of maintaining confidentiality.
• Ability and willingness to travel up to 10% or as needed to other CDW locations, meetings, and client sites.

Requirements

• Bachelor’s Degree.
• Sales experience.
• Sales process management experience.
• Expert knowledge of AS400 and SPS order processing.
• Deep knowledge of backbone departments, responsibilities, and processes.
• "Exceeded Expectations” PMP (Performance Management Program) evaluation.

Benefits

• Pay range: $76,000 - $106,400, depending on experience and skill set.
• Annual bonus target of $6,000 subject to terms and conditions of plan.
• Benefits overview: https://cdw.benefit-info.com/
• Salary ranges may be subject to geographic differentials.