Strategic Account Sales Support

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

Job summary

The CDW Strategic Account Sales Support is responsible for receiving inbound and customer service calls from a select group of strategic customers. Sample tasks for this job include, but are not limited to: interacting with customers by phone and email to provide product information; taking orders; providing order status updates; responding positively to critical, navigating within multiple departments and applications to find and view customer account details; and communicating effectively while taking care of the customer's sales and service needs.

What you will do

• Receiving inbound sales calls from a select group of CDW corporate customers regarding new accounts, sales requests and support requests
• Receive and resolve all necessary customer service requests including but not limited to:
• Requests for return of merchandise
• Damage or lost shipping claims
• Order status
• Rescheduling pick up of returns
• All other issues that pertain to Customer Service
• Promptly identify, research, and resolve inquiry requests using tools and product knowledge provided by CDW.
• Collaborate with internal CDW Departments to meet customer needs
• Administer and foster a positive and professional working relationship with internal departments including Customer Relations, and other sales segments.
• Process orders through phone calls, email and web order routing. Orders can include installs, contracts and bids.
• Order follow up and order router maintenance including back order and suspend code management.
• Process and follow up on cases, incidents through the Support Desk Requester Console, and RMAs.
• Meet or exceed performance goals based on efforts, response times and call quality

What we expect of you

Minimum basic requirements

• High School diploma or equivalent
• 1 year CDW sales operations systems knowledge
• 1 year of direct customer engagement experience
• Must be able to work independently and in a team-oriented environment
• Proven ability to provide timely solutions, as customer issues must be resolved quickly and efficiently.
• Strong organization skills
• Possesses excellent verbal communication skills - vocabulary and articulation
• Experience with Microsoft preferred
• Demonstrable organizational and time management skills - ability to multi-task in an ever-changing environment
• Ability to achieve success individually and as part of a team in a fast paced work environment
• Persistence combined with a positive attitude and approach to work and others - self-motivating work style
• Ability to solve problems and resolve conflict directly in multiple communication channels

Preferred skills, experience, and qualities needed

Each CDW coworker is responsible for maintaining customer focus and conforms to the CDW quality management system. Specific responsibilities include:

• Periodic reviews of CDW Circle of Service Philosophy and the Quality Policy to understand CDW's commitment to excellent client service and continual improvement and to conform to these policies and philosophies at all times
• During your orientation period, review with your supervisor as needed the quality procedures and operating instructions listed at Connect/Departments/Resources/ISO intranet site that apply to your specific assignment(s) within the scope of this job position.
• And after the orientation period to conform to these procedures and instructions, including any reporting (and/or record keeping) responsibilities.
• Report any client problem, or any service outage that may cause potential client problems to your supervisor.
• Communicate improvement ideas that you have regarding CDW service quality or client satisfaction per established means.
• Pay: $ 19.71 - $27.41 hourly
• Benefits overview: https://cdw.benefit-info.com/
• Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.