Associate Sales Operations Analyst

Johns Manville-posted 2 months ago
$57,800 - $79,400/Yr
Full-time • Entry Level
5,001-10,000 employees
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The primary purpose of the Associate Sales Operations Analyst is to support the transition from the Sales Opportunity process into the Guarantee (system warranty), own the Guarantee process, and ensure that JM customers installing JM Roofing Systems receive a high level of service on all Guarantee matters. This role will coordinate the Guarantee process from sales order and/or initial technical review through Guarantee issuance, respond in a timely manner to all customer requests, work with JM stakeholders to resolve complex situations, and be the Guarantee subject matter expert for the JM Roofing Systems team. In this role, you will get to problem solve with customers and JM teammates on a daily basis, learn the commercial roofing industry, have exposure to the Sales Opportunity process, and be an important part of JM’s commercial roofing business operations.

  • Own and facilitate the Guarantee process: coordinate & configure Guarantee application data from Sales Opportunity process, support Guarantee application submission, connect Guarantee with the Sales Opportunity process, ensure all Guarantee requirements met, manage billing & invoicing, manage change requests, and front line support for the customer portal.
  • Act as an advisor for and partner with roofing contractors to proactively move Guarantees towards issuance and troubleshoot customer issues, including portal support.
  • Partner with team members across Roofing Systems Division and JM Corporate teams to deliver a best-in-class Guarantee processing experience by providing quick responses and connecting the right parties to resolve issues: JM Sales Representatives, Field Technical Representatives, Tech Specialists, Account Managers, Credit Specialists, and Tax Department.
  • Be the Salesforce subject matter expert (SME) on the Guarantee process, including providing training, process support, and maintaining reports.
  • Manage and maintain Guarantee specific reports and documentation, ensuring best practices for document control.
  • Troubleshoot data quality issues, maintain accurate data, and support ongoing data hygiene projects.
  • Support one to two continuous improvement projects per year.
  • Bachelor's Degree with 0-2 year of experience in a customer-centric sales/service operations or project management position OR High School/Technical School Diploma with 3-5 years of experience in a customer-centric or sales/service operations position.
  • Excellent attention to detail, organizational, and prioritization skills.
  • Excellent self-motivation.
  • Excellent written and verbal communication.
  • Excellent problem solving skills.
  • Solid adaptability and flexibility.
  • Solid ability to build relationships with internal partners and external customers.
  • Solid listening skills.
  • Solid ability to think through complex issues.
  • Solid level of Microsoft Office (Outlook, Word, PowerPoint).
  • Experience with Microsoft Excel.
  • Experience in understanding and articulating organizational goals and applying to day-to-day activities.
  • Experience working directly with customers via phone and face-to-face in a proactive and reactive manner.
  • Passion for results and a sense of urgency in completing tasks.
  • Basic problem resolution and negotiation skills.
  • Bachelor’s Degree or Advanced Degree with 5 years of experience in a customer-centric position; 8 years of customer-centric experience, in lieu of degree.
  • SAP Experience.
  • Salesforce Experience.
  • Knowledge of commercial roofing industry.
  • Comprehensive medical plans.
  • Dental plan.
  • Vision plan.
  • Wellness program.
  • Critical illness insurance.
  • 401(k) plan with a sizeable company match.
  • Paid vacation.
  • Paid sick and parental leave for eligible employees.
  • Basic life insurance.
  • Short-term and long-term disability coverage.
  • Employee assistance program.
  • Business travel accident coverage.
  • Supplemental life insurance and accidental death and dismemberment insurance.
  • Health spending account, traditional flexible spending account, and a dependent care spending account.
  • Tuition reimbursement program for undergraduate and certain graduate programs.
  • Vast educational opportunities and a company-wide mentoring program.
  • Soft and hard skills training facilitated by internal and external presenters.
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