Essential Functions:
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Process email Purchase Orders from end users through Salesforce and SAP
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Retrieve orders from partner portal and process into SAP
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Verify pricing against customer contract or approved discount matrix
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Verify availability of product
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Coordinate with Purchasing to determine lead times when supply is not available
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Exercise discretion to prioritize product allocations when supply is not available
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Provide inside sales support, including interface with Customer Master Data, Credit, Purchasing, Logistics, and Sales
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Process customer returns and credit note requests in a timely manner
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Answer customer inquiries regarding order status, product availability, pricing, lead times and tracking numbers
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Troubleshoot customer issues, responding in timely manner
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Consistently review backlog to ensure compliance with company booking policy, including requirements that impact revenue recognition
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Complete self-training modules in Workday as needed
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Log customer complaints (CCAR’s) in SAP
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Create Salesforce cases to request additional addresses or contacts be added to SAP.
Knowledge, Skills & Abilities
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High-energy individual with ability to work under pressure in a fast-paced, changing environment with a positive attitude
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Customer first mentality
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Strong time management skills to effectively prioritize daily tasks
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Demonstrated initiative to resolve complex customer issues efficiently
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Ability to work proactively and exercise judgment
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Strong attention to detail
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Strong interpersonal, communication, and customer service skills
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Ability to work with others in a professional, responsive, and courteous manner
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Ability to work productively in a cross-functional team environment
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Knowledge of Microsoft Office, ERP and CRM platforms - SAP and Salesforce system are preferred
Minimum Education and Work Experience Required
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BS/BA degree in business
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Foreign language proficiency (region-specific) is preferred and may be required depending on territory coverage
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3+ years of experience with account management and customer service in high tech environment
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Basic accounting knowledge, understanding of international trade principles and possibilities.
