14 Aug 2019

Sale Operations Specialist at Westcon-Comstor

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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

How to Apply

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






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