Hotel Solutions Operations Specialist

The Hotel Solutions Operations Specialist will support our high performing sales team with many of the processes and tools that they need to be effective and efficient at their jobs. This includes sales tool set-up, system troubleshooting, order support and other sales support-related tasks. The successful candidate will also provide incremental customer sales support, responding to sales and product-related inbound questions from customers and Sales teams.

This role requires a proactive, motivated, and highly organized person who is able to work well in a fast-paced, team-oriented environment.
The Sales Enablement Coordinator will coordinate and provide sales support to the Hotel Solutions Sales and Key Account teams. The ideal candidate will have excellent verbal and written communication skills, have an excellent eye for detail to ensure compliance is met, and be proficient with Microsoft Excel, Microsoft Outlook and Salesforce.com.

Job Description

Support your regional sales teams, covering the following responsibilities:

  • Act as a regional Salesforce subject matter expert to ensure that sales reps are following globally consistent CRM processes. This may include small group reinforcement training.
  • Provide front-line support for Salesforce system errors raised by sales. This individual will also play a large part in testing for new Salesforce releases and bug resolution.
  • Provide regional sales tool support & education, including new account creation, new hire support and how to documentation creation and updates

Provide regional Back-end Operational Support including:
  • Processing orders including offline orders with Special Terms
  • Processing product cancelations as necessary
  • Reviewing and actioning payment reports & billing errors for region
  • Collaborating with accounting on any projects they need support with
  • Updating customer billing information as necessary
  • Provide sales process support to the regional key account sales team
  • Create process guides/playbooks/wikis for sales
  • Draft communications to global sales

Provide Customer Sales Support including:
  • Guiding customers through self-assisted purchase path
  • Manage customer requests and assign to account owners for follow up
  • Document processes related to inbound request handling
  • Act as subject matter expert in Customer Service policies, and assist with sales-requested customer service escalations
  • Troubleshoot issues related to customer-used products and work with Product and Engineering teams to resolve
  • Identify inefficiencies in processes and suggest alternatives

Requirements
  • Fluency in English, a second language is desirable
  • Strong organizational skills, with sound written and oral communication skills
  • Strong attention to detail
  • Self-starter with proven hands-on approach and the ability to multi-task and think creatively
  • Work collaboratively in a team environment
  • Sound working knowledge in Salesfore.com (or similar customer management software)
  • Proficient in Microsoft Office, in particular Excel and Outlook
  • Hotel or travel experience would be an advantage, but not essential
  • At least 2 years of experience in sales administration and/or order processing

In addition, the ideal candidate will demonstrate the following competencies:
  • Proactive and positive attitude to work
  • Flexible and open to change; adapts behavior and work methods accordingly
  • Helps team to achieve goals by fostering team cooperation
  • Embraces new initiatives, thinks creatively and exceeds goals
  • Can be relied upon to ensure that allocated projects are completed in an appropriate and timely manner
  • Identifies and analyzes problems; distinguishes between relevant and irrelevant information; escalates issues as required
  • Clear communication through expression of facts and ideas in a clear, convincing and organized manner
  • Works effectively with other departments throughout the organization

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