Job Description

The Operations Specialist will be responsible for tracking, managing software licensing requirements, contracts, and programs including Microsoft. Timeliness, accuracy, and completeness is key. This candidate needs to be able to communicate to multiple people internal and external to the organization. The Operations Specialist needs a keen eye for detail, a passion for process improvement and the ability to think critically in ambiguous situations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Coordinate with key internal stakeholders within Zones regarding software contract/licensing orders and programs
• Coordinate with key external stakeholders from our manufacturer partners to ensure operational success 
• Implement, develop, and maintain operational processes to drive program success
• Microsoft Office Suite
• Candidate must be proficient in Excel, PowerPoint, Word, and Outlook
• Dynamics AX and CRM are a plus
• Strong Communication skills
• Able to communicate professionally and clearly through all communication forums (i.e. Skype for business, email, and phone).
• Manage escalations in a professional manner
• Reporting
• Weekly, monthly and Ad-hoc reconciliation reporting
• Recurring task management
• Maintain timely rigor for operational processes
• Provide detailed and relevant feedback to Sales for correcting software orders
• Ongoing maintenance of documented processes
• Support Microsoft Contract Operations related to quoting, order placement, and document management through various Microsoft portals
• Govern contract database to ensure eligibility requirements and customer-specific information is tracked and utilized appropriately
• Generate monthly drop files for client invoicing on selected software manufacturers
• Support software manufacturer program deliverables for Sales to engage the end client
• Verify quotes, orders, special pricing agreements, margin on order
• Perform triaging functions to ensure renewal opportunities route correctly

REQUIRED EXPERIENCE:  

• Strong customer service skills
• Excellent organization skills and process expertise
• Excellent verbal and written communication skills
• Ability to meet aggressive deadlines
• Adaptability to an ever-changing work landscape
• Analytical with excellent problem-solving skills
• Very driven, team-oriented, and active participant in accomplishing team goals.
• Ability to work with little or no supervision

Required Skills