Job Description

Sales Operations Specialist, Sales Operations

Casablanca, Morocco

Role Overview

Provides pre-sales and/or post-sales operational support. Manages order fulfillment. Researches customer or order problems, and delivers solutions working cross-functionally to resolve. Liaises between the customer/partner and sales organization. Focuses on delivering a positive customer or partner experience. Facilitates product and sales information flow. Drives sales operations process improvements. Serves as interface for order status and handles order escalation and SKU management. May serve as primary interfaces with other internal functions, based on BU and/or regional requirements. May be responsible for influencing sales behavior and capabilities.
Key Responsibilities

• The role of a Premier Account Manager is to accurately create and maintain Premier for customer accounts, supporting the submission of on line information that enables frictionless order processing (where appropriate). The PAM will maintain customer pages with account contacts and other information and will facilitate order audit and quality control processes.
• Communicate Premier Pages maintenance issues to Sales and IT & Help resolve order processing issues associated to On Line ordering
• Form direct relationships with internal sales teams and where appropriate external customers / partners while working with internal cross-functional groups.
• Support of Customer Management with Sales account teams including participating on account team calls, customer conference calls, customer visits, and to provide guidance on use of Premier for on line ordering to both internal and external stakeholders
• Support B2B / Premier Connect engagements

Essential Requirements

• Fluency in English is required, Spanish is a plus
• 3+ years Customer Service experience working with English speaking customers & 3+ years on Online support and maintenance experience

• Ensure a high level of accuracy in data entry, regularly achieving and exceeding the reject targets set & Keep up to date with all product issues - End of Life products, New Product Introductions, shortages that are currently active within the business in order to eliminate order processing issues and that the most up to date data is reflected on the Customer Portal page
• Maintain a low level of account premier issues, achieving and exceeding the targets set & Maintain knowledge of Dell's product line and service offerings, attending product knowledge and refresher training sessions as required & Consistently achieve, and strive to exceed, productivity targets on an ongoing basis
• Actively support the Sales Reps in all aspects through to portal and on line ordering problem resolution, keeping them informed and achieving agreed Service Level Agreements (SLA's) & Clearly and concisely log and track details of work done, and update relevant systems accordingly & Identify improvement opportunities within PAM process, and drive improvements (engaging with other teams where necessary) & Successfully manage projects assigned with high level of execution (UAT testing, etc.)

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

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