Supervisor, Sales Contact Center

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges. Job Summary: The SCC Supervisor is responsible for establishing operational objectives and work plans to develop, modify, and execute on the delivery and fulfillment of SCC and PSCC goals. The SCC Supervisor serves as a leader within the SCC organization and works closely with many positions within sales and other departments in the company. The Supervisor reports to the SCC Sales Manager, and is directly responsible for a team of coworkers, which includes coaching, developing, and performance management. They are also responsible for handling escalated customer situations. Additionally, the Supervisor drives profitable revenue growth through operational management of assigned coworkers
What you will do:
Sales Supervisory Responsibilities: • Oversee a team of coworkers which includes coaching, development and performance management. • Drive profitable revenue growth through operational management of the SCC team. • Meet with coworkers to communicate department and company updates, provide guidance to coworkers and maintain process in place while being able to adapt when necessary. • Ensure that all processes are followed, communicate with necessary stakeholders and strive to provide customers with the highest level of customer service. • Oversee SCC team reporting, metrics, and analysis as part of the decision-making process. • Ensure the integrity of the information prepared and distribution to the department. • Maintain and distribute various sales related reports on a daily, weekly, monthly basis (when required). • Provides training or knowledge-sharing, as needed, to the work group. • Participates in the hiring process, when interviewing and making hiring decisions for new SCC team members. Essential Operational Functions for the SCC team: • Develop trusted partnerships with assigned Sales Manager(s) to provide operational delivery support. • Develop collaborative teaming relationships with internal CDW departments to resolve order issues (e.g. drop ship emergencies, backorder management, bid escalation, etc.). • Assess and determine impact of decisions related to negative gross margin orders, freight/price adjustment, or product return to ensure profitability and customer satisfaction. • Provide strategic resolution to escalated customer service issues. • Proactively seek data and provide actionable intelligence to Sales Manager to grow revenue. • Review month end backorder reports and strategize with Account Managers to determine correct course of action to close deals and ensure business stays with CDW. • Accountable for resolving Account Manager commission miscalculations. • Manage utilization of sales programs including leads, and penetration programs. Partner with Sales Manager to create solutions if utilization is low and execute to demonstrate profitability. • Strategize with Sales Managers to build partner and customer relationships to generate business. Opportunities
What we expect of you:
• Bachelor's degree or equivalent experience. • Knowledgeable in SPS, AS400, and other CDW systems. • Proficient in Microsoft Office applications. • Strong aptitude for people leadership, coaching, development and performance management. • Excellent verbal and written communication skills with the ability to effectively interact and present to all stakeholders. • Demonstrated ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. • Strong creative problem-solving skills. • Aptitude to learn new systems, tools operations, policies, procedures and accounting systems and put them into practical use. • History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines. • Strong organizational and time management skills. • Organized, detail oriented and strong work ethic. • Sales Account Manager experience, or SOS experience, a plus.
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self- and your best ideas- to CDW. Because diverse perspectives bring forth better problem solving- and better solutions for our customers on a rapidly evolving technology landscape.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/)