Microsoft Operations Specialist

Job Summary

The purpose of the Microsoft Operations Specialist - Tier 1 is to process Microsoft orders and returns, post and maintain price lists/product availability, maintain customer agreement information, and respond to sales inquiries that pertain to Microsoft volume licensing orders. The Partner Operations Specialist will act as a subject matter expert, providing guidance and support to the sales organization on deal registration and operational inquiries.

This role involves managing partner deal registrations, maintaining up-to-date knowledge of partner programs, and fostering collaborative relationships with partners and vendors to ensure operational excellence. The specialist will also focus on process improvements and efficient communication with internal teams to enhance deal registration procedures. This position reports to the Manager of Microsoft Operations and is required to report to the SHI Somerset, NJ office location as determined by SHI management.

• Understand Microsoft’s ordering policies and apply them to the different Microsoft Licensing programs
• Process orders & credits for sales reps via SHI Internal systems and Microsoft portal
• Post & confirm Microsoft volume licensing price sheets to internal sites for sales reps to reference
• Create Microsoft volume licensing part numbers in SHI’s Enterprise Resource Planning (ERP) system
• Create and update customer agreements in Customer Relationship Management (CRM) and Entitlement Management System (EMS)
• Monitor team email alias and respond to inquiries
• Provide guidance for SHI’s global sales force on Microsoft volume licensing, pricing, and processes
• Update and maintain Microsoft resources on internal sites as licensing programs change
• Maintain positive relationships with Microsoft’s Processing, Sales Account & Operational teams
• Provide guidance and support to the sales organization, acting as a subject matter expert for deal registration and operational inquiries.
• Ensure operational excellence by managing the submission and status updates of partner deal registrations via email and CRM.
• Identify and support process improvements by providing feedback on inefficiencies and automation efforts.
• Maintain up-to-date knowledge of partner programs, policies, procedures, and promotional processes to offer expert advice.
• Facilitate communication by passing along important changes or information to relevant teams and stakeholders.
• Build and maintain collaborative relationships between the sales organization and partners/vendors to ensure effective operations.
• Provide excellent customer service by ensuring deal registrations, quotes, and orders are accurate and timely to prevent delays.
• Participate in continuous improvement efforts to enhance deal registration procedures and practices.
• Learn and utilize internal sales systems and partner/vendor/distribution tools for efficient deal registration, quoting, and ordering.
• Collaborate with internal teams and host meetings to establish relationships and provide solutions for critical deals and operational issues.

• Self‑Motivation:
  Can identify personal or professional growth opportunities, propose self‑improvement strategies, and take action without explicit instructions.
• Reporting:
  Can identify the need for, and initiate, regular updates to relevant stakeholders without explicit instructions.
• Problem‑Solving:
  Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Time Management:
  Can generally use time effectively and is working towards improving task prioritization and deadline management.
• Organization:
  Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Teamwork:
  Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
• Adaptability:
  Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
• Customer Service:
  Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
• Presenting:
  Can prepare and deliver presentations, addressing…