Job Summary

The Software Partner Operations position – Tier 2 is an employee well-versed in the Software Partner Operations discipline within the department. The purpose of the role is to support our partners Adobe, Citrix, Novell and IBM by processing orders, processing returns, managing pricelists, managing agreements, running queries and handling any inside sales issues/problems/concerns that pertain to the above four partners. The individual will train and mentor the Tier 1 Software Partner Operations members and become the first level of escalation for any problems and issues .

This position reports to a Manager and will report to the SHI Somerset Office location.

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 $14 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 6,000 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.

Responsibilities

Include but are not limited to:

• Understand the following partner licensing programs and ordering policies:

• Adobe: Various Buying Programs

• IBM: Passport Advantage/Passport Advantage Express

• Micro Focus: Various Buying Programs

• Citrix: Various Buying Programs

• Set up and manage customer agreements in our Entitlement Management System for the following partner programs: Adobe, Citrix, Novell, IBM

• Process daily credit requests for assigned vendors (mainly Adobe)

• Work directly with partners/manufacturers and sales teams to address any order issues

• Re-format and post Adobe and Douglas Stewart price lists on a monthly basis

• Run daily reports for all Adobe/Douglas Stewart vendors in all companies

• Check daily rejected Adobe orders (Saved Orders) & Douglas Stewart orders

• Check daily Electronic Data Interchange Purchase Order transmissions to Adobe and Douglas Stewart to ensure orders made it over successfully

• Run multiple queries in Microsoft Dynamics AX (SHI Order processing tool) to ensure all processes are running correctly

• Higher level escalations

• Training Responsibilities for New Hires

Qualifications

• Must possess 12 months of tenure on the team in Tier 1 position or 1 year Inside/Outside experience or Partner Sales Support experience

• Bachelor's Degree or relevant work experience required

• Excellent documented performance

• Functional understanding of Advanced Order Processes

• Basic Understanding of Cloud Order process and In arrears billing

Required Skills

• Excellent organization and time management skills

• Strong attention to detail

• Ability to work within a team environment & independently

• Ability to work in a pressure-filled environment

• Ability to communicate effectively

• Ability to understand many of SHI’s internal systems – SharePoint, Customer Relationship Management, Entitlement Management System, Microsoft Dynamics AX Order Processing Tool

• Ability to process a high volume of orders for various partners

• Ability to understand Guided Order Entry Logic set up for Adobe and IBM in AX to be able to assist sales reps with order entry issues

• Ability to work directly with partners

• Ability to run daily reports for all partners

• Ability to handle complex order processing issues

• Ability to work in multiple spreadsheets with different data sets

• Ability to train new employees

• Ability to mentor Tier 1 individuals

Additional Information

• The estimated annual pay for this position is $40,000 - $45,000. 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

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Job Locations US-NJ-Somerset

Requisition ID 2024-17724

Approved Min (Total Target Comp) USD $40,000.00/Yr.

Approved Max (Total Target Comp) USD $45,000.00/Yr.

Compensation Structure Base Plus Bonus

Category Customer Service/Support