Product Operations Specialist

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.

Job Description

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 nec