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Sales & Service Operations Specialist


Mexico City - MX - Mexico



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Kronos is seeking a highly motivated, detail-oriented and customer-focused professional to join the Sales Operations team. The Sales and Service Operations Specialist provides operational and strategic support to a team of Sales Executives. As a vital component of the sales team, you will be responsible for monitoring overall account activity for your assigned sales group and aligning with the sales team to help them meet their business goals. This involves tracking data and creating reports regarding sales opportunities, market conditions, sales results, team earnings, etc. Other responsibilities include lead and order management activities for specified area of sales group (separated by account size or geographic territory), processing orders for self-qualified leads when appropriate, and preparing product/license quotes as needed for pre-sales customers. You will be an integral partner to your sales team, while also ensuring operational excellence and efficiency.

Responsibilities for Sales Operations Specialists within a specified sales industry vertical include, but are not limited to:

•Strategically aligning with designated sales team to support them in achieving their business goals by helping to quote complex deals, acquiring business and legal approvals as necessary to move the deal forward, escalating urgent issues to your assigned FOM and/or Supervisor, providing excellent customer service, and ensuring high level of quality of all documentation that gets sent to the customer for signature.
•Maintaining existing customer relationships which allows the Field Sales organization to pursue business development opportunities. This includes responding to customer inquiries for quotes/orders, looking up customer history and reviewing pricing and other details necessary to quote existing accounts, acquiring necessary information from the customer to coordinate sign-off, and other such transnational business processes requiring no Sales Executive involvement
•Partnering with Sales Manager in support of team business goals
•Generating Sales Orders and ensuring compliance with internal processes and policies, and auditing documents prior to order entry to ensure quality
•Ensuring proper uploading of all necessary order documents via the web-based order submission site Order Management (OM) Work Center, and through Salesforce CPQ
•Processing executed orders and monitoring them to fulfillment, tracking any holds placed on orders that may hinder fulfillment, and to follow-up on any holds
•Tracking the backlog report to monitor hardware lead times
•Keeping Quality Holds under 1% consistently on all submitted orders
•Maintaining opportunity tracking in Salesforce and ensuring all data remains updated and accurate throughout the sales cycle
•Leveraging the Salesforce platform to communicate with the sales team and other stakeholders on opportunities, accounts and cases in an efficient and timely manner
•Providing response to inquiries for sales and service organization regarding customer order status, account history etc.
•Collaborating as needed with peripheral departments such as Sales, Credit, Order Management, Customer Registration, Finance, Legal, Professional Services, etc. to ensure accurate data is received, and sign-off requirements are met
•Maintaining communication with Services Support Specialists to facilitate proper flow of Professional Services work orders—ensuring that Statements of Work and other required documentation is approved and/or signed, and then submitted with other order documents
•Communicating corporate sales incentives and promotions to the sales teams as warranted
•Assisting with install-base/contract interpretations and review Educating and communicating corporate processes, Service Level Agreements, and policy knowledge to Sales Teams
•On-boarding of new Sales Executives (overview of departments engaging with sales, best practices for partnering, Oracle, Salesforce quote-to-order process, credit approvals process, legal approvals process, and other best practices)
•May involve mentoring new hires on the Sales Operations team, and having the ability to develop leadership skills and sharpen other areas of development based on individual goals


•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, Salesforce, 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.