Client Operations Advisor

<strong>Grow Your Career at Connection&nbsp;</strong><br /><br /><strong>Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.</strong>

Portsmouth, NH


<strong>Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, education, and healthcare markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. We are also proud to offer custom-configured computer systems from a ISO 9001:2015 certified technical configuration lab at our distribution center in Wilmington, OH.</strong><br /><br /><strong>Our company has over&nbsp;<a href="">2,500 technical certifications</a>&nbsp;that ensure our experts can solve any customer need, no matter how complex. Additionally, our GlobalServe offering delivers global procurement solutions through our network of 500 suppliers in 174 countries.</strong>

keywords: position summary,strategy,support,management,sales,customer service,quality assurance,orders


Overview: <br />Working under minimal supervision of the Senior Sales Director, referring only exceptional problems and issues for management review or approval, the Client Operations Advisor provides direct operational support to Business Solutions Group (BSG) accounts for multiple Account Managers (AMs).&nbsp;
Responsibilities: <br />The Advisor drives the day-to-day business and interactions with clients. The Advisor manages and maintains client standards, special pricing, and any client issues until resolution. The Advisor makes strategic decisions on catalog pricing and product recommendations to the client. The Advisor works alongside AMs to strategically maximize margins and provides outstanding service to clients on all requests. The Client Operations Advisor proactively responds to or delegates client requests and tasks with little to no guidance, ensuring timely completion. The Advisor performs the high-end tasks such as configuration solutions, strategic deal registrations, and/or negotiated bid pricing with manufacturers and other margin enhancement activities.
Requirements: <br /> <ul> <li>Strategically and proactively manages the customer's standard catalog making strategic decisions on pricing and product availability.</li> <li>Works with the client and Account Manager to provide the client with a catalog that is applicable to the client's business needs and policies.</li> <li>Updates parts pricing and discontinued parts in catalog by referencing internal reports as well as updates provided by the manufacturers through product roadmaps and proactively notifies the client of possible replacement.</li> <li>Manages Clients Special Pricing and updates accordingly</li> <li>Manages and maintains margins on standards by updating special pricing and discounts.</li> <li>Provides complex customer quotes in a timely manner, within 4 hours, which may require configuration by the Advisor or through a technical resource engagement.</li> <li>Works with suppliers and Manufacturers to ensure the best pricing based on the opportunity.</li> <li>Helps the sales team make decisions on the Price Matrix for the client.</li> <li>Builds out configurations for clients of velocity products and works with the manufacturer's tools to provide pricing.</li> <li>Engages presales engineers for high-end configurations of networking equipment.</li> <li>Manages client order escalations thru to resolution as it relates to tracking, returns, or other post-shipment issues.</li> <li>Researches and provides feedback to manager for client experience improvements.</li> <li>Takes the lead on resolution for accounting issues, such as credit and rebills, sales tax issues and RMA escalations.</li> <li>Works with suppliers and manufacturers to ensure CNXN receives the best pricing available.</li> <li>Manages current Deal Registrations and renewals as needed.</li> <li>Performs all other duties or special projects as assigned including:</li> <li>Order Processing</li> <li>Assists the Sales Operations Specialist with overflow of Order Entry to ensure prompt processing when needed.</li> <li>Processes complex orders such as networking, stocking orders, or large projects.</li> <li>Order Management</li> <li>Responds to all order processing escalation requests until fully resolved.</li> <li>Manages any Open Order escalation from the Sales Operations Specialist.</li> </ul>