**About Us** **Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.** **Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next.** **But the heartbeat of SHI is our employees – all 6,000 of them.** **If you join our team, you’ll enjoy:** + **Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.** + **Continuous professional growth and leadership opportunities.** + **Health, wellness, and financial benefits to offer peace of mind to you and your family.** + **World-class facilities and the technology you need to thrive – in our offices or yours.** **Job Summary** The Software Partner Operations position – Tier 2 is an employee well-versed in the Software Partner Operations discipline within the department. The purpose of the role is to support our partners Adobe, Citrix, Novell and IBM by processing orders, processing returns, managing pricelists, managing agreements, running queries and handling any inside sales issues/problems/concerns that pertain to the above four partners. The individual will train and mentor the Tier 1 Software Partner Operations members and become the first level of escalation for any problems and issues. This position reports to a Manager and will report to the SHI Somerset Office location. Role Description + Understand the following partner licensing programs and ordering policies: + Adobe: Various Buying Programs + IBM: Passport Advantage/Passport Advantage Express + Micro Focus: Various Buying Programs + Citrix: Various Buying Programs + Set up and manage customer agreements in our Entitlement Management System for the following partner programs: Adobe, Citrix, Novell, IBM + Process daily credit requests for assigned vendors (mainly Adobe) + Work directly with partners/manufacturers and sales teams to address any order issues + Re-format and post Adobe and Douglas Stewart price lists on a monthly basis + Run daily reports for all Adobe/Douglas Stewart vendors in all companies + Check daily rejected Adobe orders (Saved Orders) & Douglas Stewart orders + Check daily Electronic Data Interchange Purchase Order transmissions to Adobe and Douglas Stewart to ensure orders made it over successfully + Run multiple queries in Microsoft Dynamics AX (SHI Order processing tool) to ensure all processes are running correctly + Higher level escalations + Training Responsibilities for New Hires Behaviors and Competencies 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 key points and responding to questions with clarity. Decision-Making: Can evaluate options, consider potential outcomes, and make well-informed decisions that reflect an understanding of the impact. Skill Level Requirements • Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth - Basic • The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently. - Basic • Experience in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing. - Basic • Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Basic Other Requirements • Completed Bachelor’s Degree or relevant work experience required • 1-3 years of experience in a similar role • Ability to travel 15% • Ability to work flexible hours • Willingness to maintain Partner Certification(s) throughout employment The base salary range for this position is $40,000 - $45,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity – M/F/Disability/Protected Veteran Status