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Position Summary
Provides day-to-day account interaction and order processing services for the customer. Manages the account operations for specific accounts that includes the appropriate execution of product and services contract provisions. Acts as a focal point and monitors customer problems to ensure that they are handled as efficiently and effectively as possible. Duties and Responsibilities Timeliness and accuracy in performing these functions is key. These functions will be performed within standard or client requested service level objectives. * Owner of assigned account(s) responsible for proactively communicating/coordinating with other CompuCom teams and departments including, but not limited to, Enterprise Solutions Support, Product Management, Field Sales Team, Finance, Supply Chain, Warehouse, International team, and Returns when needed to ensure a smooth flow of products and services to the customer. * Provides pre-sale quote support including product research, pricing, configuration, and peripheral information. Provides these same quoting skills to proposals when needed. * Responsible for forecasting client product needs via corporate methodology to ensure available stock when applicable. * Responsible for the administration of assigned accounts including setup and maintenance of Client Pricing Tool (CPT), interpretation and verification of Purchase Orders, Order Entry, Order Tracking, and Imaging setup and management. Ensures that all sales order paperwork is complete and accurate. * Reviews customer requests and determines product availability. * orks with Supply Chain to offer solutions to customer?s requests/questions and communicates with customers regarding discontinued products and available substitutions. * Administrates special pricing expiration dates. * Communicates pertinent activities to the Sales Representative and/or Product Account Management Specialist, including quotes, orders, and open issues which ensure that they are kept current on the status of customer accounts. Acts as front line communication link to Sales Representatives and Customers. * Meets sales expectations within assigned territory/regions and maintains client base. * Provides inquiry support to customers regarding items they may inquire about. * Provides cross-sell/up sell opportunities to assigned clients when opportunities are available. * Maintains customer specific information in client profiles that can be viewed by all CompuCom teams that need to view it. * Maintains margin levels through identification of daily operational efficiency measure, i.e.: freight, rebates and configuration, ensuring optimal profitability with the account(s). * Maintains knowledge of not only company products and services, but also products available on the market in order to compete effectively in the market. * Represents CompuCom in a professional and businesslike manner and communicates effectively with CompuCom client and associates.
Requirements
* MUST BE fluent in English and French, both written and spoken
* 2 to 3 years of customer service experience in an IT sales support function.
* Strong knowledge of PC hardware and software. Knowledge of Enterprise level hardware solutions preferred but not required.
* Ability to provide client support in a team environment acquired through 2+ years of related product support experience.
* Must be people oriented, relationship driven, and client satisfaction oriented.
* Excellent administrative, organizational, and communication skills required.
* Demonstrated ability to work effectively in a self-motivated, multitasking, interrupt driven, self-managed environment with a strong work ethic and commitment to quality.
It is the policy of CompuCom Systems, Inc. to provide equal employment for all persons regardless of race, color, religion, national origin, gender, age, country of origin, marital status, veteran status, disability status or sexual orientation. All employment decisions including recruitment, placement, transfer, promotion, training, compensation and termination will be made without regard to these factors. We are committed to an Affirmative Action Program that supports the employment and promotion of qualified women, minorities, individuals with disabilities, disabled veterans and Vietnam Era veterans.
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