Product Operations Specialist

Role Overview

• Obtain bill of materials from client, engineer or partner and coordinate standard or deviated pricing with sales
• 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
• 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
• Order Processing / Procurement (Converting both client and internal quotes to orders / importing to Great Plains – Burwood Accounting System)
• 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
• Ensure up to date, tracking and serial number data is provided for Backlog reporting
• 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, includes order escalations with vendors, ensuring proper communication to all stakeholders, and processing miscellaneous client support work and other account maintenance as required

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
• 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
• At least one professional reference based in the United States is required.

Benefits

• Full work-from-home opportunity, including a monthly work-from-home allowance
• Government-mandated benefits
• 15 days of annual leave per year, accrued monthly
• Supplemental local insurance coverage, subject to company policy
• Mental wellness programs
• Learning opportunities in support of career development