Managed Services Contracts Team Leader

7 months ago

Cape Town, South Africa CDW Full time

**Description**

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

Working within our UK & International Sales Operations Shared Service Centre supporting the sales organisation in the operational execution of sales. As Team Leader your role will be to manage the business processes relating to customer quote produce, order processing, order management and query resolution. The Team Leader will ensure all business processes are covered effectively with no single point of failure and we adhere to defined SLAs and can demonstrate and enhance performance.

You will help enhance our customers overall experience and help develop our customer account base alongside the wider sales operations function.

You will inspire co-workers to deliver an exceptional service to our customers and our sales community.

You will be responsible for leading the full end to end order process, ensuring the transactions are fully managed through our systems.

You will also identify and implement process improvements which benefit customers or internal stakeholders.

You will liaise with various levels of stakeholders, including but not limited to internal business units, external vendors, suppliers and customers, ensuring relationships are built, maintained and enhanced.

Suggesting and supporting initiatives that drive improvements to the way we operate, demonstrating a balanced flexibility, curiosity and a passion to engage.

Key Responsibilities:

- Lead a Team of Sale Operations Associates (typical team size 5-8)
- Ensure all work is completed (by the team) in a timely manner and in line with agreed Service Levels (SLAs)
- Act as a point of escalation where necessary to resolve queries.
- Have knowledge of all processes within the team and can step in-to complete team tasks as necessary.
- Weekly team meetings
- Work with coworkers and managers in the UK to ensure that we have a seamless experience between SSC and UK teams.
- Build a solid relationship with our internal and external customers,
- Knowledge and understanding of our core Vendors and their associated portals
- Identify process enhancements for the business.

Qualifications, Skills and Experience
- Proven track record of working in a Team Leader or Managerial capacity (3-5 years minimum) in an administrative or service function within a fast paced international organisation.
- Ability to follow a defined business process but with the curiosity, wanting to understand the Why?
- Strong understanding and experience of sales processes (including quote production and order processing)
- Experience in building relationships and engaging with multiple internal business units
- Experience in the use of CRM systems, ERP solutions and reporting tools
- SLA reporting and quality management systems

Essential Attributes:

- ** Leadership**: Build a high performing team which is highly motivated, demonstrates a can-do attitude and is customer centric.
- ** Problem-Solving**: Anticipate challenges and develop plans to solve them.
- ** Trustworthiness**:Build positive workplace relationships and trust. Ensuring coworkers feel confident approaching you with questions and concerns, knowing that their recommendations are made with their best interests in mind.
- ** Emotional Intelligence**: Team leaders who possess emotional intelligence empathize with their staff’s needs. They understand the importance of mental well-being within the group and provide support when needed.
- ** Effective Communication**:Clearly and open communication skills. Maintain healthy working relationships with their team members and create a positive work environment.
- ** Model Behavior**:Model highly ethical and high performance, leading by example, demonstrating integrity and fairness.
- ** Curiosity and Creativity**: Demonstrate a curious mindset to drive continuous improvement. Be open to new ideas and create solutions to contribute to the success of the business.
- ** Analytical Mindset**: Strong analytical skills help to support decision manging and assess situations objectively and find effective solutions.
- ** Flexibility**: Navigating uncertainty requires adaptability. Team leaders who remain flexible can handle unexpected challenges and changes effectively.

**Who we are**:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

**What you can expect from us: Culture, coworkers, careers.**
CDW is not only the People Who Get IT but the People who get People. Our

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