Job Description

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Senior Service Delivery Manager, GSCS APAC in Singapore at Westcon-Comstor

Date Posted: 21/8/2023

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Employee Type:

Full-Time

Location:

Job Type:

Experience:

Not Specified

Date Posted:

21/8/2023



ROLE DESCRIPTION

Build and maintain a good working relationship with your customer. Working alongside the GSCS Price Specialist team, and the Sales Operational team you will ensure that all contractual services are delivered in accordance with SLA\'s and KPI\'s. You will share meaningful and proactive reports your customer, you will manage escalations and attend regular review meetings and work to ensure all programmes, projects and any other business is delivered with a high standard of quality and care.

You will be responsible for any process issues, working with our vendors and internal teams to find resolution. You will work with the GSCS Manager to ensure your customer\'s transactional work can be delivered without exception, and focus on developing and supporting any automation activity. You will strive for continued process improvement.

DUTIES AND RESPONSIBILITIES

Sales

• Be the single point of contact for all customer communication
• Working with the Pricing Specialist to ensure all request for pricing are delivered.
• Coordinate any large global bids within the agreed SLA
• Monitor all KPI\'s and SLA\'s and support the GSCS Manager to address any service levels concerns.
• Support Account Directors in managing account administration
• Ensure all tracking and business reports are delivered to your customers.
• Work with your customer or vendor to address any process issues or concerns
• Attend regular update calls/meetings with the Account Directors as and when required
• Maintain the ongoing day-to-day relationship with the customer by email, telephone or face-to- face.
• Provide proactive performance reports to you customers
• Using the workflow reports to understand your customers activity trends, consider the resource requirements for all transactional work, and identify automation opportunity
• Identify efficiency improvements
• Working with the project managers and subject matter experts to design and deliver new initiatives and programmes for your customers

Customer Support

• Keep customers fully up-to-date with the status of orders and queries
• Establish productive vendor relationships to ensure quality of service to customers
• Understand and communicate any special orders or delivery requirements
• Providing an outstanding level of customer service
• Establish strong & mutually respectful relationships with internal departments

Administrative/Self Development

• Be able to prioritise the customers\' needs and react accordingly
• Ensure forecasts are submitted in a timely and accurate manner.
• Attend relevant internal and external product training
• Meet all reporting deadlines with accuracy (e.g., call reporting, pipeline reporting, etc).
• Maintain and develop own knowledge of Westcon and vendor product portfolio
• Collaborate with others to meet/exceed established goals.

PERSON SPECIFICATION

Knowledge

• Work experience

o Exposure to international markets transactions.

• Technology:

o General knowledge of MS Office applications, Word, Excel, Outlook, Power point
o Experience of using ERP systems

• Finance:

o Be able to review minimum profitability requirements on a transaction level
o Be able to calculate percentages and margins.

• Sales:

o Advance understanding of the sales environment

• Customer Service:

o Good written and verbal communication essential.
o Excellent presentation skills and the ability to present to all levels within customer and vendor organisations.

• Logistics & Supply Chain Management

o Relevant work experience

Desired Skills

• Highly organised with high attention to detail and accuracy
• Adaptable to change
• Strong key relationship-building skills
• Strong Communication skills
• Confident and clear telephone manner
• Ability to work both individually and as part of a team

MEASURES OF SUCCESS

• Responding to customer requests within set SLA
• Meeting customer expectations: queries, issues, order resolution
• Achievement of revenue goals for targeted products, applications and services

About Westcon-Comstor
Westcon-Comstor (WestconGroup Inc.) is a global technology distributor with worldwide capabilities in Cloud, Global Deployment and Services, and category-leading Security, Unified Communications and Collaboration, Networking and Data Center technology Practices. Combining expert technical and market knowledge with a uniquely collaborative engagement model, the company is transforming technology distribution through its digital and physical products and services delivery. The company works with its partners to deliver results together through an investment in enablement programs and its associates\' dedication to creating an exceptional partner experience. Westcon and Comstor are the company\'s go-to-market brands, offering customers a strong portfolio of market-leading and emerging vendors. With teams in 110 offices in 70-plus countries across six continents, Westcon-Comstor provides services to more than 170 countries.

Westcon-Comstor