Sr. Sales Operations Representative - Territory East

CDW LLC.; Northern (KY); Hybrid; USD 50,000 - 66,000; Full time

Job summary

CDW LLC. Senior Sales Operations Representative will maximize the productivity of account managers through direct partnership.

You will provide operational order management support and handle escalation via ServiceNow, Drop Ship, and Credit, while interacting with customers to provide order status updates and quotes. The role requires 2+ years in Operations or Sales, an Associates degree or relevant experience, and proficiency with Microsoft Office.

Qualifications

• 2+ years experience within Operations or Sales
• Associates degree or relevant experience
• Proficient in Microsoft Office applications
• Excellent communication skills, both oral and written
• Effective interpersonal skills, with ability to flex style based on the audience
• Ability to develop trusted relationships with customers and coworkers
• Ability to balance multiple priorities simultaneously and adapt to changing needs
• Proven ability to proactively collaborate and build relationships, take initiative and creatively problem solve
• Demonstrated ability to deliver exceptional customer interactions
• Demonstrates a high sense of urgency to go above and beyond to provide an extraordinary customer experience
• Proven ability to undertake and successfully complete special projects

Responsibilities

• Provide operational assistance to account managers and field sales with quote creation and order processing
• Ensure all government, customer and seller requirements are followed on orders
• Works closely with Services and Project Management on large projects
• Coordinate order management on all customer rollouts
• Provide status updates for orders, quotes, or requests to sales colleagues
• Interact with customers to provide order status updates and quotes
• Assist with basic CDW and Partner service requests through CDW tools
• Prepare and distribute product configurations and customer quotes
• Process orders via SPS and AS400 systems
• Web order processing through the Sales Order Router
• Manage bids entry, amend, and win bids as needed
• Ensure correct purchasing contracts and terms on entry
• Daily maintenance of sales order routers and manager screens
• Complete tasks to closure and follow up with customers
• Train and mentor new and existing coworkers
• Leverage contracts and pricing schedules for specified customers
• Maintain knowledge of products and contracts
• Pursue internal training to develop product knowledge and sales skills
• Complete Partner accreditation to advance skills
• Build trusted customer relations for coverage when Account Manager is out of office
• Provide information to clients and account managers
• Develop relationships with internal departments
• Maintain urgency to deliver exceptional customer experience

Skills

Operations experience

Excel proficiency

Communication skills

Relationship building

Multitasking

Initiative

Problem solving

Customer experience

Education

Associates degree

Bachelor’s degree

Tools

AS400

SPS

Agiloft

Changepoint

Certinia

CPQ

Job description

Description

The role of the Senior Sales Operations Representative (Sr. SOR), is to maximize the productivity of account manager(s) through direct partnership. The Sr. SOR will provide operational order management support, and will handle order escalation through ServiceNow, Drop Ship Emergency and Credit. SORs are also responsible for interacting with external customers to provide order status updates, quotes, and other requests.

What you will do

• Provide operational assistance to account managers, and field sales coworkers with quote creation and order processing.
• Ensure all government, customer and seller requirements are followed on orders (DPAS ratings, due dates, contract requirements for purchasing and SLA’s)
• Works closely with appropriate Services and Project Management team(s) on large projects.
• Responsible for order management coordination on all customer rollouts.
• Provide consistent status updates for orders, quotes, or other requests to sales coworkers.
• Proactive interaction with customers to provide order status updates, quotes or other requests as needed to provide exception customer outcomes.
• Ability to assist with basic CDW and Partner badged services requests through Agiloft and Synapse (Changepoint).
• Prepare and distribute product configurations and customer quotes utilizing online tools and CDW resources.
• Promptly process orders via SPS (Sales Productivity Suite) and AS400 systems.
• Web order processing through the Sales Order Router.
• Manage bids entry, amend, and win bids in the Bid Router, as needed.
• Ensure proper purchasing contract(s) and terms are selected upon order entry.
• Daily maintenance of sales order routers and sales order manager screens.
• Ensure all started tasks are seen through to completion.
• Facilitate and follow up on Customer Relations/ServiceNow Request to ensure a frictionless order flow experience for customers, and sales coworkers.
• Provide daily maintenance of operational assistance to release orders on hold in the Sales Order Manager and Sales Order Router.
• Train and mentor new and existing coworkers.
• Leverage appropriate contract vehicles and pricing schedules for specified customers.
• Have advanced understanding and maintain in-depth knowledge of relevant products, contracts, or business segment requirements.
• Leverage/seek internal and external training opportunities to continually develop product knowledge and sales skills.
• Complete Partner Product accreditation to further advance skillsets in solutions and services sales.
• Build trusted customer relations so you can be second in command when the Account Manager or Account Manager Team(s) is out of the office or traveling.
• Proactively provide pertinent information to client(s) and account manager (s).
• Develop good working relationships with internal departments.
• Have a high sense of urgency to go above and beyond; to provide an exceptional customer experience.

What we expect of you

Minimum basic requirements

• 2+ years experience within Operations or Sales
• Associates degree or relevant experience
• Proficient in Microsoft Office applications
• Excellent communication skills, both oral and written using a variety of styles and techniques appropriate to the audience
• Effective interpersonal skills, with ability to flex style based on the audience
• Ability to develop trusted relationships with customers and coworkers
• Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
• Proven ability to proactively collaborate and build relationships, take initiative and creatively problem solve
• Demonstrated ability to deliver exceptional customer interactions
• Demonstrates a high sense of urgency to go above and beyond to provide an extraordinary customer experience
• Proven ability to undertake and successfully complete special projects

Preferred skills, experience, and qualities needed

• For CDW coworkers, a minimum “Exceeded Expectations” PMP (Performance Management Process) evaluation for at least 2 consecutive years
• Bachelor’s degree
• Yellow Belt Certification (process focused)
• Partner Certification(s)
• Prior experience in selling computer hardware, software, solutions, or services
• Certifications in Advanced Technology
• Working knowledge of internal CDW systems (AS400/SPS, Certinia and CPQ)
• Consistently and independently delivers quality work and receives high customer satisfaction on bi-annual effectiveness survey

Pay range: $50,000- $66,000, depending on experience and skill set
Annual bonus target of $30,000 subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials

CDW is committed to being an AI-fluent organization

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.