TripAdvisor: Hotel Solutions Operations Specialist

The Sales Enablement & Support 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, including, order processing, support, validation, system troubleshooting, sales tool set-up, and other sales support-related tasks. The successful candidate will also provide customer sales support, responding to sales and product related inbound questions from customers and Hotel Solutions Sales and Key Accounts 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 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.

Support your regional sales teams, covering the following responsibilities:

  • Provide front-line support for Salesforce system errors, order processing, contract and order form validation as well as activation of product further to purchase processing, raised by sales.

Provide back-end Operational Support including:

  • Processing orders including offline orders with Special Terms
  • Processing product cancelations as necessary
  • Reviewing and sharing payment reports & billing errors for region
  • Updating customer billing information as necessary
  • Collaborating with Finance to process refund requests from customers
  • Collaborating with Accounting on any projects they need support with
  • Act as a regional Salesforce subject matter expert to ensure that sales reps are following globally consistent CRM processes. This may include onboarding and reinforcement training.
  • This individual will also play a large part in testing for new Salesforce releases and bug resolution.
  • Troubleshoot issues related to customer-used products and work with Product and Engineering teams to resolve
  • 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
  • Provide regional tool support & education to the key accounts and inside sales organization, including new account creation, and new hire support
  • Create process how to guides/playbooks/wikis for Sales
  • Publish communications and updates to global sales
  • Identify inefficiencies in processes and make structured recommendations to improve efficiency

Requirements

  • At least 2 years of experience in sales administration and/or order management
  • 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

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

#LI-AB1

Full-time