Microsoft Operations Specialist I

About the job

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

• Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

The purpose of the Microsoft Operations Specialist - Tier 1 is to process Microsoft orders and returns, post and maintain price lists/product availability, maintain customer agreement information, and respond to sales inquiries that pertain to Microsoft volume licensing orders.

The Partner Operations Specialist will act as a subject matter expert, providing guidance and support to the sales organization on deal registration and operational inquiries. This role involves managing partner deal registrations, maintaining up-to-date knowledge of partner programs, and fostering collaborative relationships with partners and vendors to ensure operational excellence. The specialist will also focus on process improvements and efficient communication with internal teams to enhance deal registration procedures.

• Role Description
• Understand Microsoft’s ordering policies and apply them to the different Microsoft Licensing programs

• Process orders & credits for sales reps via SHI Internal systems and Microsoft portal

• Post & confirm Microsoft volume licensing price sheets to internal sites for sales reps to reference

• Create Microsoft volume licensing part numbers in SHI’s Enterprise Resource Planning (ERP) system

• Create and update customer agreements in Customer Relationship Management (CRM) and Entitlement Management System (EMS)

• Monitor team email alias and respond to inquiries

• Provide guidance for SHI’s global sales force on Microsoft volume licensing, pricing, and processes

• Update and maintain Microsoft resources on internal sites as licensing programs change

• Maintain positive relationships with Microsoft’s Processing, Sales Account & Operational teams

• Provide guidance and support to the sales organization, acting as a subject matter expert for deal registration and operational inquiries.

• Ensure operational excellence by managing the submission and status updates of partner deal registrations via email and CRM.

• Identify and support process improvements by providing feedback on inefficiencies and automation efforts.

• Maintain up-to-date knowledge of partner programs, policies, procedures, and promotional processes to offer expert advice.

• Facilitate communication by passing along important changes or information to relevant teams and stakeholders.

• Build and maintain collaborative relationships between the sales organization and partners/vendors to ensure effective operations.

• Provide excellent customer service by ensuring deal registrations, quotes, and orders are accurate and timely to prevent delays.

• Participate in continuous improvement efforts to enhance deal registration procedures and practices.

• Learn and utilize internal sales systems and partner/vendor/distribution tools for efficient deal registration, quoting, and ordering.

• Collaborate with internal teams and host meetings to establish relationships and provide solutions for critical deals and operational issues.

• Behaviors and Competencies
• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.

• Reporting: Can identify the need for, and initiate, regular updates to relevant stakeholders without explicit instructions.

• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.

• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

• Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.

• Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.

• Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.

• Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.

• Decision-Making: Can evaluate options, consider potential outcomes, and make well-informed decisions that reflect an understanding of the impact.

• Skill Level Requirements
• Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth - Basic

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently. - Basic

• Experience in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing. - Basic

• Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Basic

• Other Requirements
• Completed Bachelor’s Degree or relevant work experience required

• 1-3 years of experience in a similar role

• Ability to travel 15%

• Ability to work flexible hours

• Willingness to maintain Partner Certification(s) throughout employment

The base salary range for this position is $40,000. The estimated on-target earnings, or OTE, which includes a base salary, are $40,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status