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Product Protection Team Leadat CDW Careers

Job ID: 
Focus Area: 
Post Date: 
Oct 15, 2021
Remote, Remote
Employment Type: 

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The Product Protection Team Lead reports to the Product Protection Manager. The incumbent is responsible for ensuring outstanding customer service to internal and external customers as well as developing and maintaining positive business relationships with other departments. The Product Protection Team Lead oversees the team’s daily work flow. The incumbent is also responsible for identifying learning and development opportunities for the team.

Key Areas of Responsibility

  • Ensure optimal service levels to internal and external customers by overseeing team’s daily work flow
  • Provide input on strategies to improve sales performance geared towards goals attainment and Product Protection practice growth
  • Participate in customer facing meetings and activities as appropriate
  • Drive process enhancements and communication to all stakeholders
  • Provides information to all necessary internal and external stakeholders, explaining department’s processes
  • First line of contact for assistance and direction of internal and external customers
  • Serves as first point of escalation
  • Trains new coworkers on appropriate systems and processes
  • Coach and mentor junior team members
  • Ensure proper team coverage
  • Create, maintain, update team’s processes; and communicate updates to all stakeholders
  • Resolve customer issues and manages all escalation requests
  • Partner with management team to identify training needs for team members
  • Contribute to strengthening CDW’s and Cisco relationship
  • Conduct training presentations ]
  • Establishes clear development plans for team members
  • Motivate team members to attain their individual, team, and company goals
  • Motivate team members to attain their individual, team, and company goals.
  • Participate in the change management process
  • Review and evaluate processes and look for opportunities to improve daily workflow
  • Identify repeatable tasks and contribute to continuous improvement and automation initiatives
  • Compile data to create and facilitate monthly Team Meetings
  • Own new-corker pre-training activities including but not limited to equipment requests, vpn access, and ID creation for tools acces
  • Participate in focus group activities
  • Conduct 0/30/60/90 checkpoints including but not limited to new-corker training and continuous education
  • Participate in Vendor Train the Trainer sessions to ensure complete understanding of materials to effectively educate the Support Services team
  • Assist with partner case escalations and track common cases to satisfactory resolution.

The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Responsibilities are subject to change.

Minimum Qualifications

  • One year minimum sales experience or service related experience in business to business environment
  • Associates Degree or equivalent experience
  • 4+ yrs experience in Sales or Sales Support
  • College Degree or four years experience in product lifecycle management such as Cisco or other top partner
  • 5+ years SMARTnet or related experience

Other Required Qualifications

  • Strong problem solving skills
  • Excellent verbal and written communication skills
  • Proficiency with Microsoft Office
  • Proven success in working enterprise opportunities
  • Basic UC comprehension
  • Strong analytical skills
  • Proven track record of high satisfaction ratings from internal stakeholders
  • Strong internal and external customer focus; committed to building and maintaining strong working relationships with management and staff
  • Demonstrated strict attention to detail, accuracy and completeness in reporting
  • Ability and willingness to conduct research and learn new systems/reports
  • Well organized with the ability to prioritize project work
  • Must work proactively and manage multiple tasks.
  • Ability to work in a fast-paced environment.
  • Ability to develop and give oral presentations to both large and small groups
  • Ability to prioritize work and work accurately under pressure of deadlines with frequent interruptions
  • Ability to develop and execute on a territory plan.
  • Ability to travel

Preferred Qualifications

  • Bachelor’s degree preferred
  • Working knowledge of Product Protection business data
  • Experience in technology sales
  • Highly innovative and proactive
  • Successful completion of the Effective Presentation Class
  • SMARTtracker certified
  • In-depth knowledge of SMARTtracker tool including administrative functionality as well as customer facing functionality.
  • Obtain relevant industry certifications and attend approved outside trainings
  • Train and oversee Successful completion of RFP training/Certification for Renewal team
  • 2 years training experience 
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