Internal Sales Support at CDW Careers

Sales Support image

Job ID: 21002164
Updated: Jul 01, 2021
Location: Vernon Hills, IL, United States

The ICAN Research Specialist provides pre-invoice assistance to our internal customers regarding challenges that arise with sales orders. This role utilizes our incident management system to continuously provide top-level service, which is essential in creating customer loyalty and repeat business.


Shift Hours: 10 AM - 7 PM


Key Areas of Responsibility

Timely resolution of incidents flowing through ICAN’s incident management system requiring:

  • Research and/or tracking of an order
  • Contacting vendors for pricing, order status, tracking etc
  • Expediting a pick on an order or any other distribution request
  • Expediting of drop ship orders as needed, freight quotes for drop-shipments, parcel and heavy weight shipments
  • Estimated delivery dates or lead times on products
  • Updates and status of repair orders.



  • Understanding and support of established CDW business processes that align with Pre-Invoice Support Requests
  • Navigation and understanding of external business partner resource tools and reporting
  • Attainment of specified goal targets and objectives for direct job scope and overall department performance
  • Building solid relationships with other internal departments and vendors.
  • Evaluation of current processes for improvement and work on recommendations with management.
  • Working as a team to manage daily workflow.
  • Handling escalated customer issues when necessary.
  • Answering emails and incoming calls from internal customers as needed.

Minimum Qualifications

  • High school diploma or equivalent.
  • 2 years’ experience in the following
    • customer service
    • utilization of Microsoft Office applications


Other Required Qualifications

  • Proficient in Microsoft Office applications.
  • Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders.
  • Excellent organizational and creative problem solving skills.
  • Demonstrated resourcefulness with critical attention to detail.
  • History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
  • Demonstrated ability to quickly learn new systems and processes and put them into practical use.
  • Excellent typing and data entry skills.


Preferred Qualifications

  • Bachelor’s Degree
Job Category: Corporate General
Job Type: Full-Time
Travel Percentage: 0%

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