Order Management

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

Can start asap

A 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.

B 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

C 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.