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Sales Operations Specialist in Houten at Westcon-Comstor

Date Posted: 11/9/2018

Job Snapshot

Job Description

The role will be required to interact with customers both internal and external, also validating all customer purchase orders prior to the order entry process, resolving all discrepancies and moving customer orders through the ERP system to be shipped & invoiced.

The role will drive excellent pre and post invoice customer service by responding to requests and queries in a timely and professional manner. Working directly with Order Entry, Sales, Service Delivery, Finance, Purchasing and the warehouse representatives, and dealing directly with third party carriers, vendors and customers.

The role will require strong communication and problem-solving skills, have good attention to detail and be experienced in order processing validation and customer services. Strong proven experience of relationship building and understand the basics of excellent pre and post invoice Customer Service are essential.

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

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

Join a growing global business

Westcon-Comstor is part of the US-based, multinational WestconGroup, a leading name in IT distribution with US$4.35 billion in global revenues. Our job is to link technology vendors to our distribution partners who resell software and solutions to business and other customers.

Job Requirements

Sales Operations Specialist