Full Job Description
Job Title: Sales Support Specialist II
The Sales Support Specialist II is a Team Leader operational role responsible to ensure the efficient functioning of daily sales operations to meet customer requirements and business objectives.
The Team Lead acts as the first contact point of escalation for the assigned Sales Ops team and in support of his/her immediate team, customers, business partners, sales, client advocates and project managers. The Team Lead defines priorities and ensures appropriate execution by the team.
The Team Lead supervises operations of the assigned Sales Ops team in support of the Manager and represents the assigned team to other TGCS cross functional organizations, management, peers and customers. Team assigned to the Sales Ops Team Leader can be one of the following: Order Management, Service Maintenance, Professional and Managed Services, CMR and BP’s support.
Ensure workload is balanced across the team and team members understand and are able to perform their roles
Execute process improvements and facilitate resolution of issues to the satisfaction of the customer and the Sales and Delivery teams
Foster high team performance by coaching, communicating, promote teamwork and collaboration, identify gaps, provide guidance, education and mentoring to the team
Collaborate very closely with other functions (Sales, Delivery AR, Accounting, Finance, IT, etc..)
Support the team with the resolution of complex cases, by taking decisions in line with process and by escalating issues to management. Highlight exceptional situations immediately to manager
Ensure proper team coverage to adequately support customers and comply with the SLA targets
The Team Lead will also perform technical, operational and administrative tasks in addition to the Team Lead responsibilities including the following:
Provide proposal, SOW and Contractual support for net new and renewal opportunities
Quarterback proposal / special bid process
Ensure appropriate approvals (delegated discounts, special bid pricing, Contracts and Negotiations etc.) are obtained
Create and submit appropriate forms including but not limited to: Price Approvals, Configurations, Credit Checks, Item Master updates, RPQs, CMR updates, Maintenance Assurance Reviews, Customer Research
Drive business results and solve issues working with across functional teams including, Finance, Accounting, A/R, Credit Management, IT, Marketing, Global Logistics, Control Tower, Service Planning, Procurement, Channel Management, NRCS and Project Managers, Tax and Suppliers etc.
Create and assist with customer deliverable documents including Statements of Work, Schedule of Services, PCRs and Quotations etc.
Update appropriate databases, tools and applications supporting our contracts and proposals process
Support the Firm Order Exception and Firm Order Shipment processes especially monitoring CRADS and firm order arrival on a weekly basis
Work with Client Advocate or Business Partner to secure complete and accurate inventory.
Load inventory in the Oracle maintenance entitlement/billing module (OKS) and update inventory in Oracle Install Base
Set up appropriate billing schedule per agreement in OKS
Upon Quote acceptance/contract execution review and ensure all required documents are validated for accuracy and completeness prior to converting a quote to and order and progressing that order for booking or contract registration and activation
On high volume orders, work with control tower to identify and optimize pallet and truck quantities. Load orders to the backlog accordingly. Utilize ship sets to facilitate delivery volumes and timing. Coordinate with client on delivery dates and appointment availability
Order Validation before booking should include inspection of the following: PO, Qty, Configurations, Price, Order/Type, Ship and Bill to Addresses, as well as establishing ship and fulfillment sets, freight charge lines and invoice holds where appropriate.
Provide Backlog Management support by verifying orders are flowing through to manufacturing, monitor schedule dates to align with customer requirements, escalating and/or expediting when necessary
Practice daily monitoring of orders with invoice, FOE and credit holds to ensure we are releasing our orders and billing at the appropriate time
For Business Partner Maintenance opportunities, utilize BP pricing tool and determine list pricing for Global Care Flex and Customer Service offerings. Calculate delegated pricing and created quote in Oracle. Export schedule of service quote document at list and discounted prices to our distributors.
Prepare all pertinent documents supporting a Purchase Order or Contract into a package and electronically file in the appropriate Content Manager repository of Oracle.
Act as the Dispute Resolution Owner (DRO) by ensuring timely resolution of disputes and if needed accurate billing adjustment execution.
Support the manager during Audit period and assist business controls for JSOX to ensure a strong control posture and audit position is maintained
Bachelor’s degree or equivalent experience
5 years of related customer service / sales support work experience internal and external
Proficiency with Microsoft Office
Advanced Excel skills
Comprehensive knowledge of Sales Enablement and Delivery processes, systems and related interfaces
Understanding of TGCS internal organization structure and responsibilities
Communicate effectively through teams via meetings/discussions/lotus notes/team room/communities/ and ensure teams are fully aware and understand the requirements of the job.
Good presentation skills
Able to communicate with all levels of personnel within TGCS
Good personal skills in the area of relationship building, team building, assertiveness and negotiation with a quality approach throughout
Enthusiastic and Flexible
Good time management skills
Ability to prioritize workload
Attention to details/completed staff work
Problem solving/analytical skills
Ability to have a deep understanding of customer needs and exceed customer expectations
Ability to provide a sense of direction and purpose to the team
Ability to straight talk, share information with others when required and to teach and train people
Ability to drive goals to meet targets
Ability to multi-task and work under pressure
Oracle / SAP experience
About the Company:
Toshiba Global Commerce Solutions is a dynamic billion dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe’s Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.
The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let’s get together to drive the new economy.
Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:
Group health coverage (medical, dental, & vision)
Employee Assistance Programs
Pre-tax spending accounts
401(k) plan (with company match)
Company provided life insurance
Generous paid holiday schedule, paid vacation & sick/personal days
Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email email@example.com to request an accommodation