Sales Operation Coordinator (Phoenix)

Role Overview

This role providing high-touch operational support for customers and the sales team. This is an operations and customer-experience role, not quota-carrying, and it does not replace the accountable seller or Support case owner.

The team delivers end-to-end operational support, ensuring a seamless experience for stakeholders, efficient service management, and high-quality program execution. This role contributes to operational excellence initiatives by supporting service delivery, process improvement, stakeholder engagement, and cross-functional program execution.

Key Responsibilities

Customer Satisfaction, Warranty & Support

• Manage intake and coordination of support and warranty requests.
• Work with Support team to open, document, route, and advance cases.
• Generate SKPs (service tickets) and supporting documentation accurately and on time.
• Own follow-up through resolution.
• Escalate stalled or high-risk cases with a concise summary of the issue, actions taken, and required next step.

SMB Opportunity Routing

• Triage smaller SMB Surface opportunities to the right Store or channel fulfillment path.
• Confirm acceptance by the receiving team.
• Track exceptions and outcomes.

Reporting & Analytics

• Maintain trackers for cases, warranty requests, SKPs, escalations, and SMB referrals.
• Report on volume, status, aging, resolution, and escalation themes.
• Document repeatable workflows and identify opportunities to improve response time and reduce manual effort.

Skills & Qualifications

Must-Have Hard Skills:

1. Case management in a CRM / ticketing system
2. Operational reporting and data analysis in Excel
3. Warranty / device support process knowledge

Required Skills

• Strong case-management and customer service skills, including the composure to handle urgent issues professionally.
• Excellent organization, prioritization, and follow-through, ensuring aging cases never go quiet.
• Clear communication with customers, partners, and senior stakeholders.
• Ability to interpret operational data, identify trends, and build actionable reporting that surfaces risks and process gaps.
• Proficiency with Excel, PowerPoint, Copilot, CRM/case-management tools, and collaboration platforms.

How Success Is Measured

1. Responsiveness & case progression: Timely acknowledgment, documentation, and progression of support and warranty requests.
2. Follow-through & visibility: Consistent follow-through and visibility for open, aging, and escalated cases.
3. SKP accuracy & timeliness: Accurate and timely SKP generation and operational reporting.
4. SMB handoff quality: Effective SMB handoffs with confirmed acceptance, clear ownership, and tracked outcomes.
5. Customer satisfaction & process improvement: Improved customer satisfaction and process improvements that reduce delays and administrative burden.

Why Join

• Ownership: Visible, high-touch ownership of customer outcomes.
• A seat at the senior table: Regular interaction with senior stakeholders.
• Analytical scope: Analyst-level work, not just execution.
• Autonomy: Freedom to redesign and improve how the work gets done.
• Modern tooling: Work with modern tools, including Copilot.

If you are interested, please share your most updated resume at View email address on apply.placed-app.com