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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. 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 CDW's 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
Preferred skills, experience, and qualities needed
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 Bachelor's Degree Sales experience Sales process management experience Expert knowledge of AS400 and SPS order processing Deep knowledge of backbone departments, responsibilities, and processes Exceeded Expectations" PMP (Performance Management Program) evaluation. Pay range: $76,000 - $106,400, depending on experience and skill set Monthly 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
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.
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CDW
May 23, 2025