Job summary
The purpose of the Sr. Sales Operations Supervisor (Sr. SOS) is to provide operational management and drive profitable revenue growth for regional sales district(s) and create a frictionless customer experience. The Sr. SOS is responsible for navigating complex operational processes, driving efficiency, and strategizing with sales leaders to build partner and customer relationships. They serve as a liaison and escalation path for Backoffice departments and ensure consistent execution of Standard Operating Procedures (SOP) and customer experiences. This role requiring a deep understanding of CDW27s organizational capabilities, a well-established internal network, the ability to multitask in a fast-paced environment, and the ability to overcome operational challenges to close sales and fulfill invoices.

What you will do

• Requires advanced skills and expertise in a range of processes, procedures, and systems.
• Develop trusted partnerships with sales manager(s) and account managers to provide operational management.
• Requires established network and positive working relationships with internal CDW departments.
• Understand how related teams coordinate their efforts and resources to achieve objectives.
• Use collaborative relationships with internal CDW departments to resolve order issues (e.g. drop ship emergencies, backorder management, bid escalation, etc.).
• Evaluate and communicate unusual and/or complex content in a clear manner.
• Strategize with sales managers to build partner and customer relationships that generate business opportunities.
• Align with strategic OEM (Original Equipment Manufacturer) partners to organize sales enablement activities that drive growth and profitability for solutions and services.
• Assess and determine the impact of negative gross margin, freight/price adjustment(s), and RMAs (Return Merchandise Authorization) to make informed decisions that balance profitability and customer satisfaction, in accordance with sales leadership guidance.
• 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.
• Impact team/department subareas whose work activities are closely related by suggesting improvements to existing processes and solutions to improve efficiency.
• Review month end open order reports and strategize with account managers to determine correct course of action to close deals and ensure business stays with CDW.
• Creation and management of backorder reports to determine correct course of action to close deals and ensure business stays with CDW.
• Identify and correct performance gaps or missed Service Level Agreements (SLAs).
• Facilitate the resolution of account manager commission miscalculations.
• Support strategic sales initiatives and company goals.
• Assist with execution and planning of segment go-to-market strategy.
• Provide subject matter guidance and training to others with less experience.
• Provide just-in-time coaching to account managers on operational tasks, maintaining profitability and decision making skills.
• Determine skill gaps among account managers and work with sales management on development plans.
• Understand CDW Service platforms including, but not limited to Agiloft, Changepoint and Synapse.

What we expect of you
Minimum basic requirements

• Bachelor27s degree OR Associates degree and 2 years of sales process experience OR 5 years CDW experience required
• Minimum 2 years of CDW experience in Sales Operations role
• Ability to compute, analyze, and interpret numerical data for reporting purposes
• 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 skills, experience, and qualities needed

• Bachelor27s Degree
• Sales experience
• Sales process management experience
• Expert knowledge of AS400 and SPS order processing
• Deep knowledge of backbone departments, responsibilities, and processes
• "Exceeded Expectations22 PMP (Performance Management Program) evaluation.

Pay range: $76,000 - $106,400, depending on experience and skill set
Annual bonus target of $6,000 subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials

CDW is committed to being an AI-fluent organization

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that27s curious, adaptive, and ready to explore what27s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.