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Sales & Service Operations Specialist


Boston - Massachusetts - USA, Chelmsford - Massachusetts - USA, Lowell - Massachusetts - USA



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Provides support to a team of sales (inside/outside) representatives. Responsible for monitoring overall account activity for assigned group. Tracks data and creates reports regarding market conditions, sales results, team earnings, etc. May be responsible for lead and order management activities for specified area of sales group (separated by account size or geographic territory). Takes orders on self qualified leads when appropriate. Prepares product/license quotes as needed for pre-sales customers.

Responsible for supporting Sales Operations within a specified sales industry vertical, which includes but is not limited to:
• Supporting existing customer relationships to allow the Field Sales organization to pursue business development opportunities which includes responding to customer inquiries for quotes/orders—transactional business requiring no sales exec involvement
• Creating and auditing sales documents prior to order entry by working with internal control groups
• Processing executed orders, monitor and confirm that all holds are cleared and products are shipped
◦ Maintain deal tracking in Siebel and wish information in Siebel and Oracle for sales team and manufacturing
◦ Providing response to inquiries for sales and service organization regarding customer order status, account history etc.
◾ Generate Sales Orders ensuring compliance with internal processes and policies
◾Whenever possible, work with Customers directly to obtain data and coordinate sign-off.
◾ Coordinate as needed with Sales, Credit, Customer Reg, Finance, Legal, Ed Services, Professional Services, Service Solutions Consultants (SSC’s) to ensure correct data and sign-off
• Validate paperwork and submit Orders
◦ Ensure proper uploading of all necessary order documents via Order Management (OM) WorkCenter
◦ Coordinate with OM if clarification is necessary
◦ Follow-up and resolve any holds
◦ Track order to ensure shipping
◦ Track back-log report
• Coordinate directly with customer contacts or customer purchasing department to revise paperwork when necessary
• Maintain communication with Services Support Specialists to ensure proper flow of services orders - making sure SOWs are signed and available
• Facilitate corporate sales incentives
• Coordinate counter-signatures and send to customers
• Keep quality holds under 2% consistently
• Research and review pricing and order history for specific customers
• Assist with install-base interpretations and review
• Assist with educating and communicating corporate processes and policy knowledge to Sales Teams
• Partnering with Sales Manager in support of team business
• In-depth onboarding of new sales executives (overview of departments engaging with sales, best practices for partnering, Oracle, quote-to-order process, credit approvals process, legal approvals process, etc.)


• 2-4 years post secondary education required or relevant work experience
• 3+ years working with customers in a sales or customer service environment
• Minimum of 3-5 years of related experience, preferably in a software sales environment
• Excellent communication skills with an emphasis on account support to include strong grammar, spelling and writing skills
• A demonstrated ability to work with people in all levels of the organization to ensure cross-team functionality
• Must be organized and have the ability to multi-task in a fast paced and demanding environment
• Proficiency in Microsoft Office and an ability to learn other software applications as required of the position (Oracle, SharePoint, Siebel, etc.). Position also requires ability to navigate and use web based applications
• Availability for limited travel as requested

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. 

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.