Sales Operation Coordinator

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.

Learn more about the general tasks related to this opportunity below, as well as required skills.

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. xhyhwjd
• Modern tooling: Work with modern tools, including Copilot.

If you are interested, please share your most updated resume at