Software and Warranty Operations Specialist

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Working under minimal supervision of the Supervisor, Licensing and Warranty Operations, referring only exceptional problems and issues for management review or approval, the Software and Warranty Operations Specialist monitors the lifecycle operations of the company’s Software License, Cloud, Activations and Warranty business and associated services while individually overseeing an assigned multi-million-dollar segment. The Specialist handles the purchasing activities based on the customer or vendor contracts/agreements and program rules for the assigned segment. The Specialist provides support to the Sales Teams regarding daily inquiries regarding the Company’s Software, License, Cloud, Activations, and Warranty business while maintaining vendor and distribution relationships. The Specialist works closely with Finance and other internal teams to help determine revenue recognition based on established company controls across all segments. The Specialist maintains personal knowledge of vendor programs and contract procedures within the assigned segment in order to make educated decisions that ensure software, licensing, cloud, activations, and warranties meets both vendor program and company audit compliance. The Specialist uses knowledge and experience to develop internal processes and documentation which limits liability to both the customer and Connection in terms of revenue loss, inability to sell vendor programs, and associated fines.

• Utilizes independent judgment and discretion using advanced knowledge to advise on first-level Sales and requests through case management regarding the overall lifecycle of Software License, Cloud, Activations and Warranty business within established Service Level Agreements, including (but not limited to): Orders, ETA, SKU requests, Returns, Activation and Registrations.
• Handles purchasing activities based on the customer vendor contracts/agreements and program rules for an assigned business segment, including (but not limited to): obtains price lists from vendors/distributors and negotiates best cost, audits purchase orders for compliance to vendor program specifications and internal controls, ensures internal controls are followed, researches and updates ETA’s to set appropriate customer expectations, and obtains vendor/distribution authorizations for customer returns.
• Identifies the need for unique business drivers and makes proposals by assisting in the development of inter-departmental process improvements and system enhancements that impact the Company; documents procedures, offers training, and resources for Sales and Sales Support teams per vendor segment specifications.
• Ensures customer and vendor compliance based on vendor contracts/agreements. Takes appropriate actions necessary to activate and/or register customer purchases based on vendor requirements. Tracks deliverables to close out orders and assist in revenue recognition.
• Develops and maintains relationships and personal knowledge of vendor programs and contract procedures through training, webinars, and conversations with the vendors’ and supplier inside support. Represents the company in meetings and presentations.

• Advanced ability in Microsoft 365 Business applications which include Outlook, Word, Excel, PowerPoint, Teams, Visio, and SharePoint.
• Advanced understanding of sales or product procurement operations with ability to analyze pricing, follow and improve processes within a vendor segment while maintaining set controls.
• Ability to identify process improvements and system enhancements in a changing environment.
• Systematic advanced reasoning skills with ability to define problems, collect data, establish facts, and draw valid conclusions.
• Advanced working knowledge of Cloud, Software, Activations and Warranty operation processes and procedures with ability to advise and train team members.
• Attention to detail in composing, keying, and proofing professional business materials.
• Articulate with ability to express oneself clearly and professionally in written and oral communication.
• Discreet with demonstrated ability to work in a confidential executive environment using good judgment while acting as an ambassador for the company.
• Self-directed with the ability to work independently, prioritize and meet fixed service levels.
• Quick study with ability to master a situation or learn new things with minimal direction or training.