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  • Posted: Aug 14, 2019
    Deadline: Not specified
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  • Westcon Contractors Ltd is a Private Limited Company registered under Company’s Act. It is also effectively registered with National Construction Authority, Category NCA3 under Building Contractors. Westcon Contractors Ltd has been in business for the last twenty (20) years.
    Read more about this company

    Sale Operations Specialist

    Job Details

    • Customer Service (Pre-Invoice)
      • Respond to customer's requests promptly in a professional, polite and friendly manner
      • Obtain and evaluate all relevant information to handle inquiries and complaints in a prioritized manner
      • Build and maintain business relationship with customers, ensuring actions are processed promptly and accurately
      • Dealing directly with customers either by telephone, electronically or face to face
      • Direct requests and unresolved issues to the designated resource through the workflow tools
      • Keep records of customer interactions, transactions, inquiries, comments and complaints
      • Record details of actions taken, using workflow tools
      • Manage order related administration
      • Establish productive vendor relations to ensure quality of service to customers
      • Own all order related issues to the satisfaction of the customer and the business
      • Validate customer purchase orders & create internal sales orders, as required
      • Keep customers up-to-date with the status of their orders
      • Communicate and coordinate with internal departments such as Training, Marketing, Business Development, Purchasing, Sales, and Product Management to effectively support the customer
      • Advise customers of delivery dates and product information, Liaise with Warehouse on dispatch issues and requests
      • Follow up on customer interactions
    • Customer Service (Post-Invoice)
      • Respond to customer's requests promptly in a professional, polite and friendly manner
      • Obtain and evaluate all relevant information to handle inquiries and complaints in a prioritized manner
      • Build and maintain business relationship with customers, ensuring actions are processed promptly and accurately
      • Dealing directly with customers either by telephone, electronically or face to face
      • Direct requests and unresolved issues to the designated resource through the workflow tools
      • Keep records of customer interactions, transactions, inquiries, comments and complaints
      • Record details of actions taken, using workflow tools
      • Manage administration
      • Establish productive vendor relations to ensure quality of service to customers
      • Own all order related issues to the satisfaction of the customer and the business
      • Keep customers up-to-date with the status of their query
      • Communicate and coordinate with internal departments such as Training, Marketing, Business Development, Purchasing, Sales, and Product Management to effectively support the customer
    • Customer Service Activities
      • Creating and Managing RMA's
      • Finance queries and incident management/resolution with finance
      • Resolving Delivery issues
      • Providing product information ie Serial numbers, weights and dims
    • Order/Stock Management
      • Managing and requesting releasing of holds VAT, Credit Rejection, Wrong Shipping codes, Margin holds, Promotion holds
      • Finance queries and incident management/resolution with finance
      • Backlog review and management (including running backlog reports)
      • Managing and requesting creation of missing promotions (SBA's)
      • Chasing missing configuration files from customers (if applicable)
      • Daily/weekly POS checks and updates

    Experience

    at least four(4) years of working experience in a similar or related role

    Knowledge

    • Strong communication and negotiation skills
    • Detail oriented and works with a high degree of accuracy
    • Ability to multitask
    • Handles confidential financial and personal information appropriately
    • Ability to tactfully handle stressful and difficult situations
    • Possess strong problem solving skills
    • Accurately captures customer information
    • Good inter-personal skills
    • Good Communication/Listening skills
    • Willing to be flexible
    • Ability to work effectively under pressure
    • Computer literate with Microsoft Office and Microsoft Outlook

    Values

    Demonstrates and embraces Westcon-Comstor values of Excellence, Innovation, Partnership, Integrity and Empowerment

    Qualifications

    Background with advanced Customer Service, Order Management or Sales environment

    Operating Environment

    Busy Global Sales Environment

    MEASURES OF SUCCESS

    • Responding to customers within set guidelines
    • Meeting customer expectations: queries, issues, order resolution
    • Ensuring revenue and margin of sales orders is transacted in a timely and accurate manner
    • Accuracy on every transaction E2E at 95% or better

    Method of Application

    Interested and qualified? Go to Westcon Contractors Ltd on westconcomstor.jobs.net to apply
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