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Relationship Manager, GDS in Singapore at Westcon-Comstor

Date Posted: 12/5/2018

Job Snapshot

Job Description

The Relationship Manager GDS, is a customer engagement role focused on ensuring the best possible service, solution and execution is being provided to our customers. It involves building critical relationships inside customers and vendors to provide quotes/RFPs, order management, and customer service, in an effort to solve their complex international business needs.

In this role, the Relationship Manager will need to multi task at a high level and be able to work in a cross functional and globally matrixed environment. Stakeholder management at all levels will also be critical as it's a very visible role for regional and international execution activities.

* Be the single point of contact for all world-wide quote requests from the customer
* Generate, co-ordinate and provide customer quotes for all world-wide regions.
* To work within the agreed SLA's around the customers global contracts
* Develop an understanding of vendor products and requirements
* Ensure all required information is explained to a customer at quote stage for the potential transaction (i.e. vendor discount creation and approval, licencing, logistics etc)

Bid/RFP support
* Understand and assist in executing global or regional RFP/bids with customers and vendors
* Project co-ordinate large global bids and ensure submission to the customer within the agreed SLA
* Work with Westcon-Comstor SMEs within and outside of GDS to ensure all activities are executed in a timely manner

Order Management
* Receive orders from customers and validate they are clean for processing
* Submit to the order management team in a format that is understandable with all required information to process orders first time
* Managing back-orders, order trackers daily to ensure smooth order flow process
* Working with the Vendor to ensure that all special pricing agreements are in place

Customer Service
* Ensure all enquiries received are responded to within an agreed SLA
* Proactively update customers on the status of queries, quotes or orders
* Maintain the ongoing day-to-day relationship with the customer by email, telephone or
face-to- face.
* Provide outstanding customer service as the face of GDS
* Understand that customers are internal and external and provide the same level of
information and service

Administrative/Self Development
* Attend relevant internal and external product training
* Meet all reporting deadlines with accuracy (i.e. trackers, email management etc)
* Maintain and develop own knowledge of Westcon and vendor product portfolio
* Collaborate with others to meet/exceed established goals

* General knowledge of MS Office applications, Word, Excel, Outlook, Power point
* Experience of using ERP systems (preferably SAP)
* Providing quotations to customers in a timely manner
* Customer service experience
* Bid/RFP experience
* Understanding of margins and profit analysis
* Excellent written and verbal communication skills

Desired Skills
* Cisco CCW/CCW-R experience and configuration experience (Essential)
* Knowledge of the IT industries and associated vendors
* Exceptional customer service experience in a fast-paced environment
* Ability to multitask and prioritise work
* Highly organised with high attention to detail and accuracy
* Adaptable to change
* Strong key relationship-building skills
* Strong Communication skills
* Ability to work both individually and as part of a team

* Responding to customer requests within set SLA
* Meeting customer expectations: queries, issues, order resolution
* Achievement of revenue goals for targeted products, applications and services

About Westcon-Comstor
Westcon-Comstor (WestconGroup Inc.) is a global technology distributor with worldwide capabilities in Cloud, Global Deployment and Services, and category-leading Security, Unified Communications and Collaboration, Networking and Data Center technology Practices. Combining expert technical and market knowledge with a uniquely collaborative engagement model, the company is transforming technology distribution through its digital and physical products and services delivery. The company works with its partners to deliver results together through an investment in enablement programs and its associates' dedication to creating an exceptional partner experience. Westcon and Comstor are the company's go-to-market brands, offering customers a strong portfolio of market-leading and emerging vendors. With teams in 110 offices in 70-plus countries across six continents, Westcon-Comstor provides services to more than 170 countries.