Sr Sales Operations Representative

CDW

11d

About The Position

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. Summary 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 will 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.

Requirements

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

Nice To Haves

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

Responsibilities

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)
Works 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 exception 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 Request 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.