Product Operations Specialist

Burwood Group, Inc•Chicago, IL

8h•$65,000 - $75,000

About The Position

Inside the Sales Operations Team The Sales Operations Team supports our sales organization by managing product quoting, procurement, and order execution in a fast-paced IT consulting environment. We work closely with Sales, clients, vendors, and internal teams to ensure accuracy, efficiency, and a smooth experience from pre-sales through post-sales support. Acting as operational experts and client advocates, the team helps drive consistency, scalability, and an excellent customer experience. How You’ll Make an Impact The Product Operations Specialist reports to the Manager, Product Operations and manages the complete pre-sales product procurement operations process in support of clients and the sales team. This role works closely with clients, sales, vendors and the rest of the Sales Operations team to provide quick and accurate quote and order turnaround. This position will also act as a back-up and overflow for the Client Service Team, which handles post-sales support. The Product Operations Specialist is a crucial client and Sales support expert and key to ensuring and excellent customer experience

Requirements

Bachelor’s Degree required, preferably in Technology or Business
Minimum 3 years Inside Sales, Client Service, Order Processing/Logistics experience required, preferably within the technology industry
History of working in high volume, fast-paced sales environment preferred
Independent self-starter, effective team player with creative problem solving and decision making skills to help the organization achieve its earnings objectives
Proficient computer skills
Strong verbal and written communication skills
Ability to instantly build rapport
Strong interpersonal skills to effectively interact with all levels of internal and external clients
Organizational skills
Time management ability

Responsibilities

Obtain bill of materials from client, engineer or partner and coordinate standard or deviated pricing with sales, Enablement Desk, partners or vendors for Burwood and client cost
Attach subscription, software or hardware support as often as possible utilizing best practices
Validate proposal format, pricing and shipping/billing logistics using best method by product line and client to ensure accuracy and minimize order, shipping and invoicing errors
Understand and employ the correct proposal format for full in advance payment vs. recurring payment, cloud/consumption proposals
Direct communication with clients, sales, vendors and partners (Some cost negotiations, setting up order logistics, billing/shipping and pricing terms)
Cost negotiations above what sales may have already negotiated
Be aware of opportunities to upsell and cross sell
While this is not a technical role, it is important to inform all parties when a common configuration issue or question is relevant (ex: are we missing power, cooling, IOS)
Order Processing / Procurement (Converting both client and internal quotes to orders / importing to Great Plaines – Burwood Accounting System) In addition, utilizing StreamOne / PartnerFirst for order processing (vendor platform – Microsoft CSP) and Google Workspace / Cloud Platform (Partner Sales Console)
Assist CSAs with the backorder report / un-shipped orders
Assist Finance Team with invoice related issues
Expedite shipping requests / lead time requests
Create basic Configs / Estimates in CCW and for other top tier partners
On occasion, direct backup to the AE for product related matters
Point of Contact - primary post-sales contact for sales and client requests; either providing service or information requested or routing to the correct alternate Burwood resource to satisfy the request
Product WIP/Backlog –
Backlog application must be updated so AP can reconcile vendor invoices and AR can bill clients
Order Status - involves all post-sales product order management, tracking status and chain of custody from order placement, through delivery, including ownership of all necessary internal and external communication and related reporting
Reporting – Ensure up to date, tracking and serial number data is provided for Backlog reporting
CRM Product Opportunity Management – responsible for ensuring all product opportunities are correctly closed in a timely manner for accurate booking and commissions recognition
Provide assistance with maintaining accurate up-to-date information in our internal systems
Assist the Sales Team in general follow-up activities both internal and external
RMA Coordination – from initial vendor return authorization request to coordination with client and/or
Customer Support Request Ownership – post-sales product and invoice support, which includes, but is not limited to:
Order escalations with vendors
Using Burwood and vendor tools and best practices, ensuring proper communication to all stakeholders
Shipment problems (damage, insurance claims, damaged or short and missing shipments)
Processing miscellaneous client support work and other account maintenance as required
Sr. Product Operations role: all the above responsibilities apply, plus handling of escalations, point of contact for leveraging vendor /distribution relationships, as well as ongoing team training and process improvement projects