Performs order entry and is the primary customer and supplier interface for all customer issues related to order management for products within a major business group. Initiates and/or maintains effective communications with internal and external customers regarding product status, as appropriate.
Duties and Responsibilities: Facilitates the order fulfillment process to ensure customer service levels are met. Reviews and enters orders to meet customers? expectations for on-time shipment while maintaining established quality levels throughout the process. Makes adjustments in purchasing, backlog management, integration, engineering and shipping/traffic, as appropriate. Coordinates with internal and external resources to meet agreed-to expectations of the customer and Tech Data. Identifies and communicates options available for issue resolution, as needed. Responsible for backlog management including but not limited to: monitoring the progress of orders, investigating and making decisions within established process for resolution of issues (e.g., shipping, Return Merchandise Authorization (RMA), damage, lost goods insurance, order tracking and request revision) and escalating decisions regarding exceptions and critical situations. 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. Coordinates Customer-Owned Inventory (COI) Purchase Orders (POs), ensuring the accuracy of COI when generating monthly or weekly COI inventory reports, if applicable. Ensures appropriate information is updated and maintained for the customer. Knowledge and Skills: Demonstrated verbal and written communications and interpersonal skills sufficient to work in a team environment and effectively interface with supplier and customer representatives primarily by telephone and e-mail. Demonstrated understanding of the impact of the defined process on the customer and to Tech Data. Demonstrated critical thinking and decision-making skills in understanding and applying process guidelines to resolve problems. Demonstrated operational knowledge and skill in the effective use of the current order entry computer systems and related programs and processes. Basic knowledge of supply chain procedures. Basic distribution industry knowledge. Basic knowledge of product, pricing, customer service and sales strategy. Demonstrated ability to perform basic mathematical calculations. Basic working knowledge of product offerings, applications and requirements.
Work Experience: Two (2) years of progressive previous work experience in a sales, customer service, warehouse or product support role working with customers, 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