It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become the world’s largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012.

Responsibilities:

Major Responsibility: Operational Tasks

        I.        Sales and Account Management

Supporting Actions:       

Contributes to team achievement of service metrics and all team sales goalsManages all calls in professional, timely and appropriate manner. Answers incoming calls, emails, or fax to fulfill requests for information and resolution of issues or sales inputs with defined SLAsProvides price and availability information with defined guidelinesProbes for add on/solution selling opportunities during customer engagement conversationsCompletes outbound calls as required and/or email communications to existing or prospective customers on company initiatives (campaigns, event recruitment, or vendor leads)Assess and review sales performance regularly and see the current deficit for every target according to blended sales performance structureAttends sales/vendor training and, when appropriate, lunch and learns and vendor fairs to build and apply knowledge of technology, services, and overall distribution. Effectively investigate/escalate and resolve customer complaints and issuesAssists and directs customer inquiries to the appropriate group or department that can provide the best resolution.Help customers process orders quicker by coordinating with the different departments within Ingram Micro (COG, SCC, and Credit Ops).Effectively closes the sale in a timely manner while maintaining appropriate profit marginActively calls out assigned customers to inquire additional sales opportunities have not yet given to IM. Manages relationship with designated contacts in efforts to grow sales and maintain business partnershipApplies market share and competitive position knowledge to make decisions or recommendations when managing customer relationshipBuilds solid, in depth relationships with customers aimed at fulfilling a trusting rapport and expanding customer's commitment to purchase and utilize Ingram Micro's offeringsWorks closely with Sales Support teams such as Market Development and Credit on target lists, identified opportunities, and proactively reach out customers to build relationships, educate on IM offerings, and build revenue growth

        II.       Order Management and Quoting (Transactional Activities)

Supporting Actions:

Resolves complex transactional issues; effectively navigates through various support functions/departments throughout IMResearches and confirms product availability and pricing to requestor (i.e. customer, Sales Rep, AE, Management)Enters orders into system pursuant to individual order characteristic requirements. Orders may be received via email, fax, electronic (EDI, XML), telephone, or other relevant sources.Manages basic special pricing requests to ensure completion within customer SLA, long with maintaining accuracy.Loads special pricing via pricing tools process to ensure correct pricing is reflected.Prepare quotations to customer using screen pricingRecognizes proactive sales opportunities and create CRM quotes when applicable.Demonstrates a high level of competence in team-supported hardware and software including, but is not limited to general solution offered, pricing programs, partner programs, usual contacts, and other resources.

Major Responsibility:       Administrative Tasks

Supporting Actions:        

SOP accuracy review and maintenanceUnderstands the sales operational structure /workflow and how it correlates with other departments • Creation and updating of vendor/reseller specific SOPs, as neededPerforms regular review/testing on tools and processesPerforms ongoing maintenance of customer profiles for the assigned customer baseGenerates and sends reports to internal and external customers

Major Responsibility: Subject Matter Expert / Point of Contact

Supporting Actions:

A. ProcessWhenever necessary, handle escalation calls and issues from internal/external customersRepresent the department in meetings and on projects. Manages mailbox tagging and email spot checks to ensure accuracy and completeness   Manages call routing and reporting tools to ensure SLAs are metIdentifies operational or system improvements and/or issues and resolves or escalates as appropriate

B. PeopleAssist team members in handling processes-related escalations or concerns  Share best practices on how to handle issues or escalationsConducts /leads process-related meetingsAssist team members in training or retraining

Qualifications:

Preferably graduate of a 4-year course; Degree may be substituted for up to three years of experience in a similar process environment (B2B Sales or Tech Sales)Minimum of three years previous sales/customer experience, preferably in a related industry OR a minimum of one year experience in Ingram Micro. Excellent communication and partnering skillsOpen to work in the night shiftOpen to hybrid work set-up (McKinley Hill office)

*This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.

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