Sale Operations Specialist at Westcon-Comstor

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