Microsoft Operations Specialist I

SHI International•Somerset, NJ

25d•Onsite

About The Position

The Microsoft Operations Specialist - Tier 1 is responsible for processing Microsoft orders and returns, maintaining price lists and product availability, managing customer agreement information, and responding to sales inquiries related to Microsoft volume licensing orders. This role acts as a subject matter expert, providing guidance and support to the sales organization on deal registration and operational inquiries. The specialist will manage partner deal registrations, stay updated on partner programs, and build collaborative relationships with partners and vendors to ensure operational excellence. Additionally, the role focuses on process improvements and efficient communication with internal teams to enhance deal registration procedures. This position reports to the Manager of Microsoft Operations and requires reporting to the SHI Somerset, NJ office.

Requirements

Completed Bachelor’s Degree or relevant work experience required
1-3 years of experience in a similar role
Ability to travel 15%
Ability to work flexible hours
Willingness to maintain Partner Certification(s) throughout employment
Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth - Basic
The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently. - Basic
Experience in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing. - Basic
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Basic

Responsibilities

Understand Microsoft’s ordering policies and apply them to the different Microsoft Licensing programs
Process orders & credits for sales reps via SHI Internal systems and Microsoft portal
Post & confirm Microsoft volume licensing price sheets to internal sites for sales reps to reference
Create Microsoft volume licensing part numbers in SHI’s Enterprise Resource Planning (ERP) system
Create and update customer agreements in Customer Relationship Management (CRM) and Entitlement Management System (EMS)
Monitor team email alias and respond to inquiries
Provide guidance for SHI’s global sales force on Microsoft volume licensing, pricing, and processes
Update and maintain Microsoft resources on internal sites as licensing programs change
Maintain positive relationships with Microsoft’s Processing, Sales Account & Operational teams
Provide guidance and support to the sales organization, acting as a subject matter expert for deal registration and operational inquiries.
Ensure operational excellence by managing the submission and status updates of partner deal registrations via email and CRM.
Identify and support process improvements by providing feedback on inefficiencies and automation efforts.
Maintain up-to-date knowledge of partner programs, policies, procedures, and promotional processes to offer expert advice.
Facilitate communication by passing along important changes or information to relevant teams and stakeholders.
Build and maintain collaborative relationships between the sales organization and partners/vendors to ensure effective operations.
Provide excellent customer service by ensuring deal registrations, quotes, and orders are accurate and timely to prevent delays.
Participate in continuous improvement efforts to enhance deal registration procedures and practices.
Learn and utilize internal sales systems and partner/vendor/distribution tools for efficient deal registration, quoting, and ordering.
Collaborate with internal teams and host meetings to establish relationships and provide solutions for critical deals and operational issues.