SUMMARY

Customer facing position combining sales and customer service. Works with the sales teams for the achievement of customer satisfaction, revenue generation, goal achievement and long-term business goals in line with D&H’s vision and values

ESSENTIAL DUTIES AND RESPONSIBILITIES:

CUSTOMER FACING

• Manage inbound calls to Cisco call queue and respond to all customer inquiries such as stock ETAs, direct booking ETAs, and “after the sale” requests.
• Educate on new CPE tool to enable self-service of ETA details of booked orders.
• Continue enablement as phases of CPE continue to roll out and improve.
• Provide customers with order confirmations/license confirmations.
• Keep customer information and activities current by using our CRM tool.
• Manage Cisco emails and IMs via WebEx: to include confirmation of bookings and path of D&H escalation for greater issues.
• Resolve customer issues:
• Cisco Smart Account questions.
• Help resolve pending end customer smart account issues raised by
• DSV booking error correction. DSV=distribution sales visibility Cisco tool.
• Daily login and use of cisco.com CCW tool.
• Daily use of merakipartners.com tool.
• Directing RMA traffic to the Cisco buying/procurement team.
• Case creation via Cisco tool, Customer Service Hub, in very specific scenarios.
• Tracking RMA credit memos and submitting to RDR for completion.
• Cross training on SmartNet credit tracking as backup to existing team during PTO absences.
• Partner Onboarding approvals, originates as an email from Cisco as partner either renews or newly registers.
• Project a professional company image through phone, email, and instant message interaction.

SUPPORT

• Support sales team, learn D&H sales process.
• Process customer orders and returns sent via phone calls, email and electronic data interface in our proprietary software, CCA.
• Have good working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc) to be able to create and place these kinds of orders independently.
• “Sit in” for reps when they are out of the office, including answering their phone and emails, processing orders, and servicing the accounts in this zone.
• Work coherently and in the support of the Sales Rep and their accounts.
• Order entry, product bids and quotes.
• Assist in reactivating inactive accounts.
• Adhere to all company policies, procedures and ethics including company attendance policy.

EDUCATION and/or EXPERIENCE

Education

• Associates Degree or higher education preferred.

Experience

• 1 to 3 years of office or call center based customer service experience.