Job Description

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Additional functions are delineated based on the level of the position (e.g., CSM I, II, III). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Order Fulfillment – Process orders and quotes in a timely and accurate manner.

Relationship Building – Interact and build relationships with customers on a daily basis.

Customer Service – Provide for Customer operational and reporting needs.

Sourcing – Process, coordinate and manage to off catalog customer requests.

Project Management – Conduct account planning and coordination of needs.

CSM II: In addition to the strategies and essential function of CSM I, the CSM II strategies and functions will include:

Dedicated support for a finite customer set.

CSM III: In addition to the strategies and essential function of CSM I, the CSM II strategies and functions will include:

Dedicated support for one or two high volume customers

CSM Lead: In addition to the strategies and essential function of the CSM I, the CSM II strategies and functions will include:

A primary focus on new accounts for their first 6 months as well as at risk accounts on the Service Desk.

Mentoring new CSM I people on the service desk.

Process

• List critical processes this individual will undertake to achieve targeted results.
• Order Fulfillment – Process orders and quotes in a timely and accurate manner
• Create quotes and orders flawlessly.
• Meet or exceed customer/contract SLAs on Quote delivery
• Meet or exceed customer/contract SLAs on Order placement
• Continuously monitor open orders and expedite where needed
• Provide comprehensive and timely communication to customers and Sales
• Relationship Building – Develop solid relationships with Zones customers.
• Interact with customers on a daily basis.
• Establish relationships with multiple people in multiple departments
• Constantly communicate outstanding orders, constraints and alternatives.
• Coordinate and encourage Zones team member interactions with accounts
• Customer Service – Provide for Customer operational and reporting needs.
• Provide proactive action to provide 5 star service.
• Have a complete understanding of the Zones Service Catalog
• Be the first and primary line of contact on all customer issues and concerns
• Engage Sales to coordinate communication of service and needs.
• Ensure that timely and impactful reporting is provided to the customer
• Sourcing – Process, coordinate and manage to off catalog customer requests.
• Ensure custom catalog maintenance on Zones Connect
• Process project worksheets for inventory allocations
• Monitor and coordinate inventory management activities. (Hardware)
• Monitor and provide support activities on Customer contracts (Software)
• Project Management – Conduct account planning and coordination of needs.
• Actively participate in pipeline growth and maintenance activities
• Uncover future needs through constant value driven interactions.
• Understand account dynamics and look for ways to increase profitability
• Understand Zones automation capabilities and look for opportunities to provide those services to customers.
• Coordinate with PMO or Enterprise Operations on new customer roll outs

Metrics

• Customer response time
• Opportunity follow up consistency
• Quote and order accuracy
• Case management
• Account automation

Required Skillset

• Experience in Enterprise level sales
• Strong customer service skills and commitment to meet or exceed customer requirements
• Excellent organization skills and process expertise
• Ability to work in a fast-paced environment and meet aggressive deadlines
• Excellent verbal and written communication skills
• Ability to negotiate, influence, and persuade
• Analytical with excellent problem-solving skill
• Ability to work with little or no supervision