Tech Data - US

Customer Experience Leader

US-TX-San Antonio
Req Number
2017-18429
Weekly Work Hours
40
Shift
8-5
Travel Required
Less than 10%
Relocation Assistance Available
No
Working Time
Full-Time

Overview

Job Summary: Act as the point person for designated accounts (across all TS brands) for pre and post purchase order requests, processes, data, and issue resolution. Provides leadership to deliver process excellence and customer service in support of sales and operations organizations to increase customer satisfaction and increase Tech Data’s available wallet share in hardware, Services and Software sales. May also perform other duties as assigned.

Essential Duties & Responsibilities Required

Principal Responsibilities: 

  • Functions as the primary point of contact for designated accounts that are responsible for pre and post purchase order activities to simplify doing business with Tech Data Primary Partner Advocate - Operational point of contact for partner for pre and post purchase order activities
  • Manages and influences internal resources in a "matrixed environment" across all TS brand units to meet and exceed partner’s expectations (Net Promoter score validation).
  • Serves as coach and mentor to staff across all process areas Collaborates with SSS Leads for highest level of post purchase order customer service
  • Identifies opportunities to market Tech Data to customers as the solutions distributor of choice in order to gain increased market share of available sales and revenue stream from the assigned customers (emphasis on Services and cross brand opportunities)
  • Uses subject matter expert (SME) knowledge, judgment and discretion to identify applicable programs, promotions, and add-ons as a Trusted Advisor to build customer relationships and effectively market the broad range of Tech Data Services Coordinates delivery of multi-brand solutions (configurations) to the customer leveraging internal resources to effectively configure, price, quote and process requests for all hardware brands, software, services, implementation and integration aligned with partner's and supplier's Service Level Expectations (SLE's)
  • Utilizes customer interface opportunities to fully engage with the customer to better understand the needs and market the appropriate solution
  • Works with Sales Ops to provide customer requested reporting (backlog, order history, deal registrations, pipeline, Brand SLE's, etc.) and analyzes metrics to ensure accuracy and timeliness across all TS brand units
  • Owns the responsibility for continuous improvement activities in providing consistent quality and operational performance across all TS brand units as well as identifying opportunities to improve customer service levels
  • Ensures the partner’s credit line is in line with forecast Participates in customer account planning and reviews that have the potential to drive additional sales and market share growth to meet budget expectations for their accounts 

 

Job Level Specifications: 

  • Thorough knowledge of Tech Data’s R2O and BI tools Demonstrated ability to coach, influence, and accomplish work through cross-functional virtual team members across all of Tech Data TS Expert knowledge of internal customer support process;
  • pre and post purchase order Demonstrated ability in process improvement activities and project management Demonstrates an expert level proficiency in customer service skills, and the ability to organize, prioritize and accomplish multiple tasks simultaneously
  • Proficient in articulating Tech Data’s value proposition relating to products (all brands), Services and Software

Qualifications, Required Knowledge Skills & Abilities and Working Conditions

Work Experience: 

Five years of progressive experience including selling, marketing, promoting solutions to customers in a technical or product support role within a computer products, system solutions-related distribution business or similar role 

 

Education and Certification(s): 

Assoc. Degree in business, marketing, computer science or related field or an equivalent combination of formal education, training and directly related progressive job experience

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