Cisco Sales Support Specialist

SUMMARY Customer facing position combining sales and customer service. Works with the sales teams for the achievement of customer satisfaction, revenue generation, goal achievement and long-term business goals in line with D&H’s vision and values ESSENTIAL DUTIES AND RESPONSIBILITIES: CUSTOMER FACING Manage inbound calls to Cisco call queue and respond to all customer inquiries such as stock ETAs, direct booking ETAs, and “after the sale” requests. Educate on new CPE tool to enable self-service of ETA details of booked orders. Continue enablement as phases of CPE continue to roll out and improve. Provide customers with order confirmations/license confirmations. Keep customer information and activities current by using our CRM tool. Manage Cisco emails and IMs via WebEx: to include confirmation of bookings and path of D&H escalation for greater issues. Resolve customer issues: Cisco Smart Account questions. Help resolve pending end customer smart account issues raised by attachcisco.com. DSV booking error correction. DSVdistribution sales visibility Cisco tool. Daily login and use of cisco.com CCW tool. Daily use of merakipartners.com tool. Directing RMA traffic to the Cisco buying/procurement team. Case creation via Cisco tool, Customer Service Hub, in very specific scenarios. Tracking RMA credit memos and submitting to RDR for completion. Cross training on SmartNet credit tracking as backup to existing team during PTO absences. Partner Onboarding approvals, originates as an email from Cisco as partner either renews or newly registers. Project a professional company image through phone, email, and instant message interaction. SUPPORT Support sales team, learn D&H sales process. Process customer orders and returns sent via phone calls, email and electronic data interface in our proprietary software, CCA. Have good working knowledge of D&H and vendor programs (rebates, NCBs, MBOs, etc) to be able to create and place these kinds of orders independently. “Sit in” for reps when they are out of the office, including answering their phone and emails, processing orders, and servicing the accounts in this zone. Work coherently and in the support of the Sales Rep and their accounts. Order entry, product bids and quotes. Assist in reactivating inactive accounts. Adhere to all company policies, procedures and ethics including company attendance policy. EDUCATION and/or EXPERIENCE Education Associates Degree or higher education preferred. Experience 1 to 3 years of office or call center based customer service experience.