Product Operations Specialist

Job Description

Job Description

Company Description

Our Story & Purpose

At Burwood Group, we’re more than a technology consulting firm, we’re a team of innovators, problem-solvers, and collaborators who help organizations turn technology into meaningful business outcomes. Founded in 1997 and headquartered in Oak Brook, IL, we’ve grown into a nationwide team of experts committed to making a real difference.

Our purpose starts with Customer Focus. We put our clients at the center of everything we do - listening, understanding their challenges, and delivering solutions that drive impact.

We believe in ownership, collaboration, and growth. Our people aren’t just employees; they are innovators shaping the future of our clients’ success. At Burwood, you’ll work alongside talented professionals, tackle exciting challenges, and develop skills that elevate your career. If you’re ready to make an impact, learn continuously, and grow within a culture that values your unique strengths, Burwood Group is the place for you.

Inside the Sales Operations Team

The Sales Operations Team supports our sales organization by managing product quoting, procurement, and order execution in a fast-paced IT consulting environment. We work closely with Sales, clients, vendors, and internal teams to ensure accuracy, efficiency, and a smooth experience from pre-sales through post-sales support. Acting as operational experts and client advocates, the team helps drive consistency, scalability, and an excellent customer experience.

How You’ll Make an Impact

The Product Operations Specialist reports to the Manager, Product Operations and manages the complete pre-sales product procurement operations process in support of clients and the sales team. This role works closely with clients, sales, vendors and the rest of the Sales Operations team to provide quick and accurate quote and order turnaround. This position will also act as a back-up and overflow for the Client Service Team, which handles post-sales support. The Product Operations Specialist is a crucial client and Sales support expert and key to ensuring and excellent customer experience

Primary Job Summary & Responsibilities:

• Product Proposals

• Obtain bill of materials from client, engineer or partner and coordinate standard or deviated pricing with sales, Enablement Desk, partners or vendors for Burwood and client cost

• Attach subscription, software or hardware support as often as possible utilizing best practices

• Validate proposal format, pricing and shipping/billing logistics using best method by product line and client to ensure accuracy and minimize order, shipping and invoicing errors

• Understand and employ the correct proposal format for full in advance payment vs. recurring payment, cloud/consumption proposals

• Direct communication with clients, sales, vendors and partners (Some cost negotiations, setting up order logistics, billing/shipping and pricing terms)

• Cost negotiations above what sales may have already negotiated

• Be aware of opportunities to upsell and cross sell

• While this is not a technical role, it is important to inform all parties when a common configuration issue or question is relevant (ex: are we missing power, cooling, IOS)

• Order Processing / Procurement (Converting both client and internal quotes to orders / importing to Great Plaines – Burwood Accounting System) In addition, utilizing StreamOne / PartnerFirst for order processing (vendor platform – Microsoft CSP) and Google Workspace / Cloud Platform (Partner Sales Console)

• Assist CSAs with the backorder report / un-shipped orders

• Assist Finance Team with invoice related issues

• Expedite shipping requests / lead time requests

• Create basic Configs / Estimates in CCW and for other top tier partners

• On occasion, direct backup to the AE for product related matters

Secondary Job Summary Responsibilities (Back-up/Overflow Role for Client Service)

• Point of Contact - primary post-sales contact for sales and client requests; either providing service or information requested or routing to the correct alternate Burwood resource to satisfy the request

• Product WIP/Backlog –

• Backlog application must be updated so AP can reconcile vendor invoices and AR can bill clients

• Order Status - involves all post-sales product order management, tracking status and chain of custody from order placement, through delivery, including ownership of all necessary internal and external communication and related reporting

• Reporting – Ensure up to date, tracking and serial number data is provided for Backlog reporting

• CRM Product Opportunity Management – responsible for ensuring all product opportunities are correctly closed in a timely manner for accurate booking and commissions recognition

• Provide assistance with maintaining accurate up-to-date information in our internal systems

• Assist the Sales Team in general follow-up activities both internal and external

• RMA Coordination – from initial vendor return authorization request to coordination with client and/or

• Customer Support Request Ownership – post-sales product and invoice support, which includes, but is not limited to:

• Order escalations with vendors

• Using Burwood and vendor tools and best practices, ensuring proper communication to all stakeholders

• Shipment problems (damage, insurance claims, damaged or short and missing shipments)

• Processing miscellaneous client support work and other account maintenance as required

Sr. Product Operations role: all the above responsibilities apply, plus handling of escalations, point of contact for leveraging vendor /distribution relationships, as well as ongoing team training and process improvement projects

Your Core Skills & Certifications

• Bachelor’s Degree required, preferably in Technology or Business

• Minimum 3 years Inside Sales, Client Service, Order Processing/Logistics experience required, preferably within the technology industry

• History of working in high volume, fast-paced sales environment preferred

• Independent self-starter, effective team player with creative problem solving and decision making skills to help the organization achieve its earnings objectives

• Proficient computer skills

• Strong verbal and written communication skills

• Ability to instantly build rapport

• Strong interpersonal skills to effectively interact with all levels of internal and external clients

• Organizational skills

• Time management ability

Life at Burwood

Our employee-owned culture is the foundation of how we work and grow together. Our team is driven, innovative, and always ready to support one another. We believe that supporting our employees, personally and professionally, creates a culture where everyone can thrive.

Here’s what you can expect as part of our team:

Work-Life Balance

• Flexible work-from-home policy
• Generous vacation policy

Health & Wellness

• Health, dental, and vision insurance
• Life and accident insurance
• Short and long-term disability coverage
• Mental wellness programs

Financial Well-being

• 401(k) and Roth 401(k) savings plans with company match
• Flexible spending accounts for healthcare and transit/parking
• Access to financial planning expertise

Career Development

• Learning opportunities to support your growth

Compensation packages at Burwood Group are based on various factors unique to each candidate including work location, skillset, experience, qualifications, and other job-related reasons. ​

The estimated salary range for this role is ($65,000-$75,000). This role may also be eligible for incentive compensation based on individual and/or company performance. Sales roles have an additional opportunity to earn substantial variable compensation tied to quota achievement.

Belonging & Culture

We are not intent on being the largest company, but rather the best. These are the words we live by. We welcome top talent, regardless of gender, race, ethnicity, sexual orientation, disability, religion, or age.

By embracing all cultural backgrounds, life experiences, perspectives, and ideas, we not only continue to strengthen our company culture, but also foster innovation and drive organizational success. We believe that diversity fuels creativity and enables us to deliver exceptional results for our clients.