AMSA-Strategic Account Sales Support
CDW

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.

Key Areas of Responsibility

• 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
  
• Receive and resolve all necessary customer service requests including but not limited to: Damage or lost shipping claims
  
• Receive and resolve all necessary customer service requests including but not limited to: Order status
  
• Receive and resolve all necessary customer service requests including but not limited to: Rescheduling pick up of returns
  
• Receive and resolve all necessary customer service requests including but not limited to: 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
  

Education and/or Experience Qualifications

• High School diploma or equivalent
  
• 1 year CDW sales operations systems knowledge
  
• 1 year of direct customer engagement experience
  

Required Qualifications

• 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

Rev1032020