Customer Relationship Executive

Overview

Customer Relationship Executive role based in Singapore. The position focuses on providing specialised, high-quality, reliable and responsive service to Westcon-Comstor's customers and supporting Account Managers and Business Development Managers by managing issues end to end.

Responsibilities

• 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. Your Key Responsibilities
• Receive and answer customers' 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 (e.g. Deal ID request & Dart submission / SPA request).
• Act 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 (e.g. purchase order for preloads) in a timely manner.
• Manage requests for RMA or cancellations, get approvals and follow MOA.
• Educate 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 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 requires a high level of professionalism and the ability to juggle multiple phone calls and tasks while ensuring a consistent level of support for high-worth customers. The role requires accelerated and ongoing training on Westcon-Comstor procedures and systems, technologies and vendors. The Executive must ensure all customer responses are within set SLAs and meet or exceed customer expectations for queries, issues and order resolution.

Qualifications / Requirements

• At least 2 to 3 years of working experience in the related field is required for this position.
• Previous experience in SAP or a similar ERP system.
• 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.
• 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.

About Us

Westcon Solutions is a member of Westcon Inc. Group, a global value-added distributor of category-leading unified communications, infrastructure and security solutions with a global network of specialty resellers. Westcon Solutions focuses on the distribution of security and value-added IT products and provides sales and technical support in the security, optimization and monitoring space to partners and customers around the region. We are an Authorized Training Centre for Check Point and are looking to expand into more vendor-certified courses.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Business Development and Sales

Industries

• IT Services and IT Consulting

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