Job Summary :
The Sales Support Specialist will perform contract set-up and is the primary interface for all new maintenance contracts related to order management.
Initiates and / or maintains effective communications with internal and external customers regarding contract status, as appropriate.
Primary Duties and Responsibilities :
Facilitates the contract set-up process to ensure customer service levels are met.
Reviews and enters assets data to meet customers’ expectations while maintaining established quality levels throughout the process.
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.
Has accountability for the order through the invoicing process and for assisting in research and resolution of order issues as appropriate.
Ensures appropriate information is updated and maintained for the customer.
Support the billing and collections processes for maintenance contract.
Other Duties & Responsibilities :
Additional duties as assigned
Meets attendance and punctuality standards
Knowledge Skills and / or Abilities Required :
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.
Working 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 & Certification Requirements
High School Diploma / GED plus the established minimum requirements for the position.
Working Conditions :
Professional, office environment.
Occasional non-standard work hours or overtime as business requires.
Cultural Competency Requirements :