Fast Facts

Join CDW as a Senior Sales Operations Representative, where you'll partner with account managers to enhance productivity and deliver exceptional customer support in order management and escalation handling.

Responsibilities: Provide operational assistance in order management, quote creation, and customer interactions, ensuring compliance with various requirements and maintaining close communication with internal and external stakeholders.

Skills: 2+ years in Operations or Sales, proficiency in Microsoft Office, excellent communication and interpersonal skills, and a proactive, problem-solving mindset are required.

Qualifications: A related Associate's degree or equivalent experience is needed; a Bachelor's degree, Yellow Belt Certification, and knowledge of CDW systems are preferred.

Location: This is a fully remote position, targeting candidates in Illinois, United States.

Compensation: $50000 - $66000 / Annually

Description

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.

Key Areas of Responsibility

• 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.

Education and/or Experience Qualifications

• 2+ years experience within Operations or Sales 
• Associates degree or relevant experience
• Proficient in Microsoft Office applications 

Required Qualifications

• 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 

Preferred Qualifications

• 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

Pay range: $ 50,000- $ 66,000, depending on experience and skill set 

Annual bonus target of $30,000 subject to terms and conditions of plan 

Benefits overview: https://cdw.benefit-info.com/ 

Salary ranges may be subject to geographic differentials 

We make technology work so people can do great things.  

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. 

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.