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Account Manager - DCPOS

This job posting is no longer active.

Milton Keynes, BKM, United Kingdom
Job ID: 40291

Description

Position Summary

The role is to sell - primarily by telephone - products, services and solutions to customers, maintaining and improving on revenue and profit, whilst maintaining the highest standards of customer service. Individuals will be assigned a predetermined client base and also expected to look for and develop new accounts and opportunities on an ongoing basis. The role is solution focused and individuals will be expected to develop an exceptional understanding of the relevant programs, offers, products, services and solutions offered by the Vendors within the portfolio to enable them to provide best in class service and support to their customer base. Individuals will also be required to coach, support and provide cover for other members of them team when needed including the team manager, in case of absence or to provide specialist knowledge in specific fields when required.

Responsibilities, Supporting Actions & End-Results

The job is primarily telephone based with some customer facing responsibilities (average 1 day per week).  There are tasks that are completed through E-commerce/EDI and E-mail as well as a high percentage of telephone work at workstations. Working to exceptional standards of quality, efficiency and productivity is essential to providing a good customer service and is a key part of the role; as are a solid commercial understanding, the ability to understand the technical aspects of products and solutions to enable complex solution design and the ability to understand and adhere to complex systems and processes.

Major Responsibility: Receive incoming customer calls in line with required service levels

  • Provide information on solutions, availability, discontinuation & special offers
  • Provide pricing and quotations to customers
  • Taking customer orders
  • Re-direct other inquiries appropriately to other IMUK departments 

Major Responsibility:       Initiate outgoing sales calls to maintain and increase the value of managed accounts

  • Building, maintaining and developing relationships with customers.
  • Advising customers of additional products and services which fit their business needs

Major Responsibility:             Customer Facing Skills

  • Be able to interact professionally and add value in face to face situations
  • Be able to work remotely from key customer’s premises as and when required

Major Responsibility:             Participate in activities which improve service levels internally and externally

  • Maintain and improve product & market knowledge
  • Competent and effective operation of the computer systems and telephone systems
  • Training initiatives to increase knowledge and skills.
  • Pipeline management
  • Provide coaching for junior team members to enable them to achieve their specific goals.
  • Provide support to Team Manager in ad hoc projects

Section 4:  Decision Making Authority Level

Decisions free to make:

  • Pricing (within guidelines)
  • Stock reservations (within guidelines)
  • Conflict/issue resolution (within guidelines)

Section 5:  Scope/Dimensions

  • Deliver exceptional customer service at all times
  • Develop a deep and comprehensive understanding of their customer base including their Customers’ business model, structure, goals and objectives
  • Develop exceptional business relationships at all levels of their Customers’ organisations
  • Have a strong commercial awareness of the needs of Customers, Vendors and Ingram Micro
  • Design and deliver account growth plans
  • Achieve and exceed specific targets in line with business expectations
  • Manage and understand their sales pipeline to enable accurate forecasting and business planning
  • Understand Ingram Micro’s Value proposition, business model, service offerings and USPs in relation to their competition and their competition’s offerings and be able to explain and position them appropriately to their Customers
  • Understand Ingram Micro’s Vendor’s proposition, business model, service offerings and USPs in relation to their competition and their competition’s offerings and be able to explain and position them appropriately to their Customers
  • Understand and apply Ingram Micro and its Vendors systems, programs and processes
  • Work closely and collaboratively with other business units
  • Have the drive and motivation to proactively develop their own skills to enable their own development as part of a specific Individual Development Plan
  • Develop suitable Vendor accreditations as required/available
  • Become a Trusted Advisor for both internal and external customers in matters relating to their field(s) of expertise
  • Work remotely from their customer’s & vendor’s premises when required
  • Engage professionally and add value in face to face situations with Vendors and Customers
  • Mentor and coach junior members of the organisation to enable them to achieve their specific goals and develop their own skills

Section 6:  Job Qualifications and Educational Requirement

Knowledge, Skills or Experience Required

  • Previous experience in a sales environment at a medium-ranking internal sales level with a proven track record of success. Understanding of appropriate products, solutions and markets an advantage

Academic/Educational Background

  • GCSE / O’Level / relevant NVQ / or equivalent in Maths and English required, A-levels, GNVQ or equivalent desirable

IT Skills

  • PC Literate – working knowledge of Office Suite or equivalent windows based software

Section 7:  IM Competencies

Communication Skills

  • Articulate, with a high standard of verbal clarity at all levels
  • Skilled at establishing rapport verbally with customer
  • Build networks internally with other departments
  • Strong questioning and listening skills

Results Driven

  • Able to consistently work towards and meet/exceed daily, weekly, monthly and annual targets on a wide range of performance measures
Self Reliance
  • Self-motivated and resilient, able to handle rejection
  • Will take the initiative and use appropriate judgement in a crisis situation
Work under Pressure
  • Able to work speedily without compromising quality
  • Flexible and adaptable to changing circumstances
  • Able to prioritise workload
Team Work
  • Ensures personal objectives are in harmony with team and corporate objectives
  • Works within team to maintain and improve strong working relationships which facilitate the highest standards of customer service and productivity
Practical/Organisational/Analytical Skills
  • Excellent numeracy and literacy
  • Effective time management, balancing reactive and proactive activities in a high volume environment
  • Able to react and respond quickly to requests for pricing quotations maintaining margin and revenue standards throughout
  • The ability to solve problems and to design and implement solutions to a variety of different challenges and issues
  • The ability to understand and implement multiple complex processes
Assertiveness
  • Deals effectively with confrontation and aims to secure a win/win outcome
  • Uses persuading and influencing skills to overcome objections and present value added propositions.
Customer Orientation
  • Focused on providing solutions to internal and external customers
  • Adds value to the customer by using all industry knowledge to support the customer needs
  • Displays a “Customer First” attitude at all times
Coaching
  • Identify development needs and work with individuals to coach them to improve skills and performance

Section 8:  Other Information                                                                             

Key Contacts:

  • Internal: Credit, Customer Support, Business Management, Purchasing, Other Sales
  • External: Customers, Vendors
Location:
  • Ingram Micro UK Offices or Home Based.
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