Sales Support Analyst

Job description

GENERAL SUMMARY

Providing Customer support for the setting up and on-going maintenance of the content of Customer online Portal pages. Will also actively work with Sales to support and drive internal performance with the Customer

Develop relationships with internal and external stakeholders, help to create a close working team to engage and meet customer requirements

PRINCIPAL DUTIES AND RESPONSIBILITIES

Description

· The role of a Catalogue Manager (“CM”) is to accurately create and maintain online purchase portals for customer accounts, supporting the submission of on line information that enables frictionless order processing (where appropriate).
· The CM will maintain customer pricing files with account contacts and other information and will facilitate order audit and quality control processes.
· Responsible for coordinating, conducting and documenting order processing projects and communicating results to management.
· Communicate Global Portal and Premier Pages maintenance issues to sales and I/T.
· Help resolve order processing issues associated to On Line ordering
· Form direct relationships with both internal sales teams and where appropriate external customers / partners while working with internal cross-functional groups.

Additional responsibilities include:

· Create and accurately maintain customer online pages and configurations
· Ensure a high level of accuracy in data entry, regularly achieving and exceeding the reject targets set.
· Keep up to date with all product issues - End of Life products, New Product Introductions, shortages that are currently active within the business in order to eliminate order processing issues and that the most up ot date data is reflected on the Customer Portal page
· Maintain a low level of account portal issues, achieving and exceeding the targets set.

Consistently achieve, and strive to exceed, productivity targets on an ongoing basis.

· Actively support the Sales Reps in all aspects through to portal and on line ordering problem resolution, keeping them informed and achieving agreed Service Level Agreements (SLA's)
· Clearly and concisely log and track details of work done, and update relevant systems accordingly.
· Undertake administration tasks as required.
· Maintains knowledge of Dell's product line and service offerings, attending product knowledge and refresher training sessions as required.
· Identify improvement opportunities within the CM process.
· Continue to improve the Global Portal On Line processes, and enforce adherence on a daily basis. Global Portal, as it names suggests is a Global tool, and so the role will involve interactions with internal and external teams from all regions.
· Support the grow of Premier online transactions and improve the frictionless rate.
· Support premier catalog improvement in penetration and reduce of NAKs.

Desired profile

Qualifications

·  Fresh/ experienced Diploma or Degree holders in Computer Studies/ Business Administration
·  Creative, stress handling ability, and positive to change
·  Drive and motivation with key focus on target achievement, whilst ensuring team success
·  Attention to detail is essential, with good administrative skills, multi-tasking capabilities and good at prioritizing workload
·  Dell Product knowledge and sale processes
·  Good working knowledge of Excel and PowerPoint
·  Strong experience using Dell Sales tools, Global Portal and Premier, and Order Management System
·  Database Applications knowledge preferred (i.e.: access, excel, etc)
·  Essential to have excellent communication skills, both written and verbal.
·  Any additional language skills would be beneficial