Customer Relationship Executive

This is for back-office support in our Customer Relationship Executive teams (Makati)

Can start asap

Job Summary

This is a hybrid position where you will become the subject matter expert across order entry, pricing management and customer service, managing all phone, fax and email customer orders and enquiries including solving basic to complex problems, managing complaints, actioning work requests and providing information. The role involves taking a high volume of inbound calls and emails on a day-to-day basis on all areas to do with Westcon-Comstor business globally.

You will have exceptional time management skills and have excellent attention to detail.

Duties and Responsibilities

First point of contact for all order processing, management and customer enquiries.

To maintain exceptional customer service, and consistently strive to exceed customer expectations ( Reseller / Vendors)

Understanding of and ability to apply pricing, Gross Profit, discounts, margin calculation

Proactively manage all Order Management related challenges to ensure prompt delivery of our clients' purchases

Use vendor's portals and tools to place orders with our vendors in a timely manner.

Liaise with internal teams in order to process an order

To monitor & manage customer enquiries in line with the set SLA's

Completion of required Post Sales Register

Undertake continual training to ensure strong knowledge on Westcon – Comstor Vendors and Technologies

Ensure punctuality to all internal and external meetings

Dispute management – investigation and creations of credits in the system when internal error has occurred.

Act as an educator for our customers – show them tools and how to self-serve, and how to interact better with us to ensure smooth processing of orders

Other duties as requested

Major Challenges

The Customer Relationship Executive is the key customer touch point within the GSCS team. The role will require a high level of professionalism and the ability to process orders, juggle multiple phone calls and tasks whilst ensuring a consistent level of support for our high worth customers. This position demands an accelerated and continuous training on Westcon-Comstor's procedures and systems, technologies and vendors. The Customer Relationship Executive must ensure all customer responses are within set SLA's and our customers' expectations are met and exceeded for all queries, issues and order resolution.

Skills and Experience

Previous experience in a data entry role. Sense of urgency and willingness to use initiative.

General Knowledge in IT would be ideal.

Strong interpersonal skills; ability to build strong relationships quickly and effectively

Excellent administrative skills with attention to detail, proactive follow-up and efficient time management

General computer literacy

Ability to use Office programs such as MS Excel, MS Word.

Familiarity with Microsoft Outlook

Understanding of and ability to apply pricing, Gross Profit, discounts, margin calculation

SAP experience preferred but not required

Competencies

Intelligence: demonstrates ability to acquire understanding and absorb new information quickly.

Adaptability: flexes to new pressures from competition or new priorities. Adjusts quickly to changing priorities. Copes effectively with complexity.

Stress response: Maintains stable performance and poise under heavy pressure from Corporate, time, colleagues and customers.

Integrity: Ironclad – does not cut corners, ethically. Remains consistent in terms of what one says and does and in terms of behaviour towards others.

Initiative: Seeks out and seizes opportunities, goes beyond the call of duty and finds ways to surmount barriers. Action oriented 'doer', achieving results despite lack of resources.

Listening: Tunes in accurately to the opinions, feelings, and needs of people. Lets other speak; listens actively to customers and colleagues ensuring correct understanding of needs.

Written and oral communications: Writes and speaks clearly and precisely. Develops well organised emails, memos, letters and proposals using appropriate vocabulary, and creating the right tone. Communicates effectively one to one or in small groups. Easily articulates vision and standards.

Customer Focus: Regularly monitors customer satisfaction. Establishes partner relationships with customers. Regarded as accessible by customers.

Team Player: Establishes collaborative relationships with peers. Always seen as approachable and supportive without being a push over.

Persuasiveness: 'Charisma' desirable, though soft sell and quiet credibility are acceptable alternatives.

Energy: Exhibits energy, strong desire to achieve, appropriately high dedication level.

Enthusiasm: Exhibits dynamism, charisma, excitement, positive 'can do' attitude.