Sales Operations Specialist

Who We Are With a comprehensive lineup of Vehicle Protection plans, Sonsio offers industry-leading programs that cover Tire Road Hazard Protection, Appearance, Parts & Labor Warranties, Mechanical Advisory, and other critical consumer services. Sonsio Vehicle Protection is committed to innovation and excellent customer service. Since our inception in 1984, Sonsio has been a leader in the automotive industry—serving more than 74,000 dealerships, F&I service providers, manufacturers, insurance companies, parts suppliers, retail chains, and many independent retailers across all 50 states, Canada, and Puerto Rico. Every business we help is different and has their own set of challenges. That’s why, when you partner with Sonsio, we work with you to provide a custom solution designed to improve customer acquisition and retention and increase profitability. And when it comes to managing claims, you don’t have the time or resources to worry about the headaches. Sonsio provides end-to-end support and decades of expertise to give customers the highest quality services with a world-class customer experience. 74,000 – $82,000 The Sales Operations Specialist serves as the sales operations partner for the Foundation sales organization, owning the dealer and agent onboarding, amendment, escalation, and contract follow-up processes. The role exercises independent judgment to prioritize competing requests across 14 field sales associates, determine resolution paths, and make day-to-day decisions within established authority levels, escalating only matters of significant financial or relationship impact. The position serves as the primary liaison between the Foundation sales team and internal departments including PMO, F&I Administration, Claims, Accounting, and Risk, and ensures timely resolution of dealer, agent, claims, and accounting-related matters. As Sales Operations Specialist, your essential job responsibilities will include the following: return incomplete submissions for correction or escalate issues, and forward signed-off submissions to PMO for setup, owning each submission through completion of setup. Evaluate amendment requests against program guidelines, sign off on routine amendments as complete and forward them to PMO for processing, and forward non-standard amendments to sales leadership with an assessment of business impact. Review pricing, commission, and markup change requests determined by agents and dealers for completeness and consistency with executed agreements and rate cards, resolve discrepancies with the requesting party, and submit to PMO; partner with PMO on dealer, agency, and menu adjustments and technical issues. Manage dealer and agent onboarding from executed agreement through implementation and launch. Deliver PCRS training and present onboarding and training materials via PowerPoint. Conduct remote training sessions for last-minute dealer and agent requests that conflict with immediate out-of-state travel, as a bridge until the ADM or BDM can travel to the location. Serve as Foundation's primary liaison with PMO and coordinate Foundation workbook activities with the Risk team and sales leadership. Provide kick-off documentation and executed agreements to agents and field sales partners in preparation for implementation. Maintain accurate activity records within Salesforce directly on the agent and dealer accounts. Own the active dealer and agent account list, updating account status and terminating lost dealers and agents so records in Salesforce and PCRS remain accurate. Territory and Alignment Administration Own Foundation dealer, district, and regional alignment administration, implementing change requests from the VP and Director of Sales. Maintain accurate dealer and territory assignments within Salesforce per process guidelines. Coordinate annual regional alignment updates to support budget planning and reporting requirements. Partner with Sales, Accounting, Finance, and Business Systems teams to ensure data integrity and reporting accuracy. Evaluate and implement process improvements related to dealer and territory assignment management. Claims Escalations and Sales Support Serve as the primary liaison for dealer and agent claims escalations. The role works directly with agents on administrative matters. The ADM/BDM field team remains the dealer's first point of contact and may direct dealer escalations to this role as needed. Coordinate escalation requests received directly or through ADM/BDM field representatives. Assess dealer and agent claims escalations, determine priority and resolution approach, and resolve escalations independently within established guidelines, partnering with the Claims team on the outcome; escalate to the Director of Sales only when the matter has significant financial or relationship impact. Provide regular communication updates to agents and field sales personnel regarding escalation status. Track claims escalation activity within Salesforce through closure. Determine dealer and agent eligibility for Claims portal access and provide credentials upon request. Analyze recurring escalation, onboarding, and contract issues; recommend and implement process improvements with PMO and internal departments to reduce rework and improve dealer and agent retention. Act as the primary internal support contact for field sales escalations. Coordinate communication and workflow between field sales and internal departments. Support field sales with reporting, product information, customer meeting preparation, and training activities. Independently prioritize concurrent requests from field sales associates based on business impact and urgency, within priorities set by sales leadership. Analyze sales, contract, and activity metrics in Power BI and Salesforce and provide recommendations to sales leadership that inform agent follow-up, territory priorities, and resource allocation. Monitor and track customer service and sales issues through resolution. Maintain working knowledge of all SVP and white-labeled programs to support field sales inquiries and dealer installations. Accounting Support and Contract Management Determine follow-up priority and approach for past-due accounts identified by Accounting, based on aging, account value, and relationship risk. Review and clarify aged accounts receivable balances with Accounting, including 30, 60, and 90-day aging categories, based on status updates provided by Accounting. When Accounting identifies a past-due account, coordinate communications with agents and field sales representatives. Accounting owns accounts receivable; this role supports communication and follow-through. Escalate unresolved account issues to the Director of Sales. Support PCRS remittance inquiries and month-end close activities. Run and distribute pending contract reports from PCRS. Communicate pending contract status to appropriate field sales representatives, agents, and dealers. Determine corrective action for pending and inactivated contracts and drive resolution with agents, dealers, and field sales to protect month-end results. Provide contract status updates and reporting to sales leadership. Support month-end close requirements through timely contract administration and follow-through. Salesforce Power BI Microsoft Office Suite Data analysis and reporting Presentation and training delivery Customer service and relationship management Project coordination Organization and time management 3+ years of experience in sales support, sales operations, or account administration.

• Bachelor's degree is preferred or equivalent combination of education and experience.
• Experience supporting a field sales organization in a fast-paced environment.
• Knowledge of automotive finance, lending, F&I, or service business.
• Experience in using Salesforce or comparable CRM platforms.
• Demonstrated ability to manage multiple priorities and competing deadlines.
• Proven ability to work independently in a remote environment.
• Demonstrated ability to exercise sound independent judgment on matters affecting customer relationships, revenue, and contract compliance.
• Experience within the automotive, F&I, warranty, or dealer services industries.

Advanced knowledge of Salesforce reporting and CRM administration. Experience using Power BI and business intelligence tools. Previous experience supporting remote field sales teams. Experience delivering product or system training Continuous viewing from and inputting data to a computer screen Travel as needed (up to 10%) Drug Policy The total compensation package may also include commission, bonus or profit sharing. Sign on bonus is subject to state and local laws, terms and conditions, including employment status and length-of-service requirements. We offer a competitive & comprehensive benefit package including: paid time off, medical, dental, vision, and 401k match (50% on the dollar up to 7% of employee contribution). Sonsio is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. *ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Sonsio’s Human Resources Department to discuss your specific needs.