Job Description

ABOUT US:

For over 30 years, Zones has worked with industry-leading partners to offer comprehensive IT solutions to clients around the world. Our Workplace Modernization, Network Optimization, Data Center Transformation and Security Fortification solutions lead clients through their digital transformations, and our services offer support every step of the way. That’s what makes us the First Choice for IT.™

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.

STRATEGIES AND ESSENTIAL FUNCTIONS:

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

PROCESS:

List critical processes this individual will undertake to achieve targeted results.

• 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 orders
• Perform triaging functions to ensure renewal opportunities route correctly
• Other duties as assigned

METRICS

List key metrics that will measure and define success for this role.

• 100% software order QC accuracy
• Maintain SLA expectations for QC and Contract/License operations
• Ensure accuracy in verification of CRM quotes/orders 

SUPERVISORY RESPONSIBILITIES

List any management responsibilities.

None

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

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Noise level in the work environment is moderate to loud.
• Motorized lift trucks operate in close proximity to work environments.

Shipping docks are not enclosed causing temperature fluctuations in work environment during

BENEFITS:

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical coverage for parents, spouse and children; life insurance; paid annual, casual, and medical leaves; Provident Fund; EOBI; increments, on the house free quality food and much more.

Note:

Job timings are from : 8:00 PM till 5:00 AM .

Required Skills