Senior Customer Service Specialist (Retail or Sales Background)

Senior Customer Service Specialist (Retail or Sales Background)

Full time

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The Senior Customer Service Specialist will be responsible for providing customer service and managing the sales processes of their assigned Account Executive or team of Account Executives (AE). This involves, but is not limited to: quoting, ordering and account management, mailbox and call management, part requests, report generation, order fulfillment, reporting, and collections. Pre-sales support functions include: pre-qualification of accounts, product pricing, research, configuration and product information

What you’ll do at Insight

• The Client Operations Senior Specialist will be responsible for developing efficient practices to serve business needs
• Work on special projects for clients and sales force as needed
• Attend Company, vendor, and publisher trainings and webinars, as directed
• Build relationships with other Insight departments and increase efficiencies where applicable
• Prioritize and respond to incoming client calls and emails 
• Research technical information on product requests and ensure access to procurement
• Responsible for correct and accurate order processing
• Prepare, manage and submit sales quotes accurately into the appropriate quote entry system
• Research technical information on product requests and ensure access to procurement
• Ensure special bid pricing is applied and correct cost is captured on every order before order is released
• Ensure contract compliance
• Provide reporting for clients
• Request and/or set up new client sold-to’s, bill-to’s, and ship-to’s as needed
• Manage pricing (agreement manager, contract module) and work with vendors on special pricing
• Assist clients with their web accounts with Insight
• Ensure correct and accurate order fulfillment
• Responsible for RMA management, credit re-bills and collections facilitation
• Follow-up on all open client returns in a timely manner
• Follow through to make sure the replacementorder (if applicable) is placed and shipped.
• Positive interaction with Customer Service /Purchasing on RA/Replacements
• Keep sales force informed of any problems and final resolution of issue. 
• Provide order status for client base
• Act as a backup for first level escalation in the absence of a team lead or manager 

What you’ll need to join Insight

• Preferably Bachelor’s Degree in any course 
• College Level
• 3-4 years of experience in customer service and operations and other related experience. 
• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives
• Strong written and verbal English communications skills
• Able to successfully manage multiple priorities
• Proven ability to communicate effectively across all levels of the organization
• Strong commitment to company values and operating principles

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 14,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com

• Founded in 1988 in Tempe, Arizona
• 14,000+ teammates across 81 countries providing Insight Intelligent Technology Solutions for organizations across the globe
• 36 years of industry experience
• Great Place to work in Philippines Year 2023-2024
• $9.2 billion in revenue in 2023

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