Tech Data - US

Sr. Specialist, Solutions Support

US-AZ-Tempe
Req Number
2017-19223
Weekly Work Hours
40
Shift
8-5
Travel Required
None
Relocation Assistance Available
No
Working Time
Full-Time

Overview

Performs order entry and is the primary customer and supplier interface for all customer issues related to order management for multiples lines in a single business and/or products from across businesses. Initiates and/or maintains effective communications with internal and external customers regarding product status as appropriate.

Essential Duties & Responsibilities Required

Principal Responsibilities: Utilizes knowledge, experience and recognized expertise as a Subject Matter Expert (SME) in mentoring others and providing significant contribution to business process improvement projects to facilitate and enhance the order fulfillment process to ensure delivery of superior customer service for the multiple businesses supported. Reviews and enters orders for multiple lines within a business and/or multiple lines across businesses to meet customers´┐Ż expectations for on-time shipment while maintaining established quality levels throughout the process. Performs audits and compares the configuration quote to the customer Purchase Order (PO) to ensure accuracy for the multiple businesses supported. Makes adjustments in purchasing, backlog management, integration, engineering and shipping/traffic as appropriate. Initiates and maintains effective communication with internal and external customers regarding product status and coordinates with internal and external resources to meet the agreed-to order expectations of the customer and Tech Data. Identifies and communicates options available for issue resolution for the multiple lines supported. Responsible for backlog management, including monitoring the progress of orders, investigating and making decisions within established process across all supported lines for resolution of issues (e.g., shipping, Return Merchandise Authorization (RMA), damage, lost goods insurance, order tracking and request revision), escalating decisions regarding exceptions and critical situations. Initiates proactive collaboration with customers, suppliers and internal Tech Data employees to identify and manage areas of opportunity for an improved customer experience for the multiple businesses supported. Ensures margin integrity by following exception processes for sales management approvals where necessary. Has accountability for the order through the invoicing process and for assisting in research and resolution of order issues as appropriate for each supported product line. Job Level Specifications: Demonstrated excellence in verbal and written communications and interpersonal skills in a team environment Demonstrated excellence in effectively interfacing with suppliers and/or customer representatives primarily by telephone and e-mail. Demonstrated SME level operational knowledge, critical thinking and decision-making. Demonstrated SME skill level in the effective use of current computer systems and related programs and processes, unique requirements and in-depth awareness of the resulting impact on customers for the multiple lines supported. Demonstrated SME level working knowledge of products, pricing, customer service and sales strategies for the multiple businesses supported. Understanding and application of guidelines to resolve problems. Basic knowledge of engineering functions relating to the product build process.

Qualifications, Required Knowledge Skills & Abilities and Working Conditions

Work Experience: Three (3) years of progressive experience in a sales, customer service, warehouse or product support role with experience in working with customers, preferably in a related industry, or a combination of post high school formal education and job experience that demonstrates the ability to meet all of the identified job responsibilities. Education and Certification(s): High School or equivalent

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