Sales Operations Supervisor - SMIT

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. Service Management, Integration, and Transport (SMIT) is one the largest IT services program for the Navy and U.S. Marine Corps (USMC), supporting approximately 400,000 seats around the world. Under SMIT, the SMIT contractor will provide enterprise services to the Marine Corps Enterprise Network (MCEN), Navy-Marine Corps Internet (NMCI), and OCONUS Navy Enterprise Network (ONE-Net) including transport, datacenter, network operations, service desk, cybersecurity, and managed services. CDW-G will be supporting the SMIT contractor in several of these service areas. The purpose of the Sales Operations Supervisor - Strategic Integration(SMIT) is to navigate the operational complexity of customer deals, drive process efficiency and create a frictionless customer experience. The SOS coordinates resources- internal CDW departments, OEM (Original Equipment Manufacturer) partners, account teams and customer contacts- to meet customer requirements. This is a customer facing role requiring a deep understanding of CDW's organizational capabilities, the ability to multitask in a fast-paced environment, and drive to overcome customer objections and hurdles to close sales. Key Areas of Responsibility
* Requires advanced skills and expertise in a range of processes, procedures, and systems.
* Requires established network and positive working relationships with internal CDW departments.
* Develop trusted partnerships with account manager(s) and sales manager(s) to provide operational management and exceptional customer outcomes for large, complex projects.
* Builds collaborative relationships with internal CDW departments to resolve order issues with configurations, procurement, stagging, and delivery.
* Understand how related teams coordinate their efforts and resources to achieve objectives.
* Evaluate and communicate unusual and/or complex content in a clear manner.
* Strategize with sales manager(s) and account manager(s) to build customer relationships and generate business opportunities.
* Collaborate with account managers to drive growth in value added services and increase profitability in those solutions.
* Gather and analyze data to identify and solve complex problems that arise with little or no precedent.
* Strategically resolve escalated customer service issues.
* Provide actionable insight on Sales Analytics reporting to grow revenue.
* Oversee Drop Ship in House and Pre-Order requests and delivery requirements and maintain communication with all necessary stakeholders to ensure customer deadlines/milestones are met.
* Maintain a high level of communication with sales on expected ship dates.
* Ensure large scale projects are on track and necessary timelines are met.
* Ensure successful project delivery including onsite visits when necessary.
* Manage operational tasks to facilitate daily execution of customer requests.
* Execute communication plan to inform and align stakeholders across project lifecycle.
* Identify and correct performance gaps or missed Service Level Agreements (SLAs).
* Monitor service provider performance monthly against SLAs and initiate resolution if needed.
* Impact team/department subareas whose work activities are closely related by suggesting improvements to existing processes and solutions to improve efficiency.
* Remain abreast of CDW service offerings.
* Qualifications - External
Education and/or Experience Qualifications
Bachelor's degree OR Associates degree and 3 years of sales process experience OR 5 years CDW experience required
* Minimum 2 years of CDW experience in Sales Operations role
* Lean Six Sigma Green Belt Certification Required Qualifications
* Expert knowledge of AS400 and SPS (Sales Productivity Suite) order processing
* Deep knowledge of backbone departments, responsibilities, and processes
* Ability to compute, analyze, and interpret numerical data for reporting purposes
* Ability to formulate complex and comprehensive materials such as legal documents, authoritative reports, official publications of major scope and impact, etc., and/or to make formal presentation
* Excellent communication skills, both oral and written using a variety of styles and techniques appropriate to the audience
* Demonstrated analytical skills, with the ability to understand data findings to draw conclusions and develop actionable recommendations
* Ability to develop trusted relationships (internal and external) at all levels in an organization
* 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
* Understanding/appreciation of maintaining confidentiality
* Ability and willingness to travel up to 10% or as needed to other CDW locations, meetings, and client sites Preferred Qualifications
* Bachelor's Degree
* Sales Operations Supervisor experience
* Sales account manager experience
* Expert knowledge of Agiloft, Changepoint and Synapse
* Deep knowledge of branch office responsibilities, and processes
* Salary range: $82,000 - $112,000, depending on experience and skill set
* Benefits overview: [ https://cdw.benefit-info.com/](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.