Customer Relationship Executive

JOB SUMMARY

• To provide a specialised, high quality reliable and responsive service to Westcon-Comstor's customers.

• Provide direct support to the Account Managers, Business Development Managers in managing issues end to end.

DUTIES & RESPONSIBILITIES

• Receive and answer customer's enquiries through email and phone

• Work with customers on stock reservations and expiry

• Provide an excellent customer service experience on every interaction

• Build relationships with local reseller contacts to enhance our value

• Work cross functionally across the organisation to ensure tasks and objectives are met

• Schedule and arrange delivery - including printing of Proforma invoices (for COD / PD customers and LC Terms) and monitoring of order to invoicing status (Asia Only)

• Provide customer reporting as required including customers ETA and order status reports

• Provide POD and or Serial Numbers to customers

• Provide information and assistance to Purchasing team for export hold clearance where necessary

• Send Expedite request to purchasing

• Liaise with services and warehouse on delivery and supply chain service requirements

• Liaise with vendors for deals approval where claim rebates program is involved (eg Deal ID request & Dart submission / SPA request)

• Work as the conduit between the sales teams and the operations team – take enquiries, resolve problems, and manage escalations. This includes pushing back when requirements are outside scope

• Monitor open order reports to chase outstanding items (i.e. purchase order for preloads) in a timely manner

• Manage requests for RMA or cancellations, get approvals and follow MOA

• Act as an educator for our customers – show them tools and how to self-serve, and how to interact better with us to ensure smooth processing of orders

• Attend and undertake any other job duties as and when assigned by Superior from time to time

MAJOR CHALLENGES

The Customer Relationship Executive is the key customer touch point within the Customer Services Team. The role will require a high level of professionalism and the ability to juggle multiple phone calls and tasks whilst ensuring a consistent level of support for our high worth customers. This position demands an accelerated and continuous training on Westcon-Comstor's procedures and systems, technologies and vendors. The Customer Relationship Executive must ensure all customer responses are within set SLA's and our customers' expectations are met and exceeded for all queries, issues and order resolution.

SKILLS AND KNOWLEDGE

Desired Skills and Experience

• At least 2 to 3 year(s) of working experience in the related field is required for this position.

• Previous experience in SAP or similar ERP

• Prefer candidate from IT industry

• Positive and can-do attitude.

• Must be able to operate independently and under pressure in a fast paced environment

• Possess initiative and a sense of urgency

• Hardworking with a professional approach

• Dedicated and committed to high standards

• Have the ability to problem solve and think outside the box

• Ability to use Office programs such as Outlook, MS Excel, MS Word.

• Previous experience with SAP would be highly regarded

WORKING RELATIONSHIPS

The Customer Relationship Executive must interact regularly with many different groups of people and must therefore exhibit a high level of professionalism and interpersonal skills at all times.