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COM Specialist in Louisville, CO at Westcon-Comstor

Date Posted: 2/20/2018

Job Snapshot

Job Description

Position Title: Customer Care Specialist

Purpose of the position:

Customer Care Specialist (Post-Sales Support Specialist-Inquiry).

Duties and Responsibilities Include:

* Complete accurate, timely communications of Back Order and Drop Shipment Management
* Reaching out to vendor buyers to capture correct ETA detail
* Communicating any ETA's that have improved or have been pushed out
* Providing vendor tracking detail to Territory Managers-meet with Purchasing to review open POs and SAP SOs we are waiting on
* Drop Ship & Licensing Expedites: Arrange all vendors expedite requests (TAS/YTAS). This can include an immediate need for an Avaya SAP (within hours) or delivery of product sooner than standard lead time or configured product that has an extended lead time. Communicate the request to the vendor and keep Majors Account Manager proactively informed of progress.

* SAP Requests: SAP turnaround is 48-72 hours. Proactively check Avaya WAM site for SAP return and communicate SAP to the customer.
* If SAP is back, validate that it is in the ZOR and/or on E-commerce - if yes, work with AM and customer to communicate proper self-service locations for SAP lookups (E-Comm, SAP Notification emails). If no - communicate to the Westcon Purchaser that the SAP needs entered into the order.
* If SAP is not back, validate that we are outside of standard SLA - if yes, email the Purchaser and AM to notify them of the customer request and to check for rejections, etc. If no, remind the customer of the standard SLA for SAP returns (if stated expedite, please see above for Drop Ship & Licensing Expedite responsibilities).
* Manage "Westcon Order Status" emails
* Resolve customer complaints by investigating problems, developing solutions, preparing information, and making recommendations to management
* Maintain excellent relationships with all Internal and External Customers
* Coordinate with all areas of Operations regarding inventory availability, Customer service, Warehouse, production, Sales and Order entry.
* Work in close collaboration with other departments, such as Sales, Operations, Warehouse, Purchasing, Customer Service et al.


The ideal candidate for this position will possess the following attributes and qualifications:

* 3+ years of experience in order management
* Quick and accurate data entry skills, 50 WPM or better
* Must have exceptional ability in Microsoft Office Suite with emphasis in use of Excel
* Experience in SAP systems and software
* Highly organized and detail-oriented with strong focus on accuracy, while quick to learn
* Excellent oral and written communication skills
* Enjoys helping and interacting with other people; always friendly and courteous
* Naturally pleasant and upbeat professional, positive demeanor
* High emotional intelligence and ability to maintain composure under pressure
* Excellent judgment and discretion in handling difficult situations
* Strong work ethic
* A natural team player who helps others succeed

WestconGroup, Inc. is a value added Information Technology distributor of category-leading unified communications & collaboration technology, network infrastructure, data center, data/telecom and IT/Data & Network security solutions with a global network of specialty resellers. The company goes to market under the Comstor and Westcon brands. WestconGroup's teams are located in 70+ countries around the globe, create unique programs and provide exceptional support to accelerate the business of its global partners. Strong relationships enable partners to receive support tailored to their needs. From global logistics and flexible customized financing solutions to pre-sales, technical and engineering assistance, the company works with partners to respond with agility and speed to changing market conditions so they can achieve the fastest time to revenue. WestconGroup's portfolio of market- leading vendors includes: Cisco, Avaya, Polycom, Check Point, F5, Palo Alto and Blue Coat, among others.

Our employees are as important as our customers and we take pride in recognizing their outstanding talents and efforts.
Visit our website at for more information or to apply on our Career Page.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.