Ingram Micro
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Associate III, e-Commerce

Taguig City, Philippines
Job ID: 44207

Description

Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become the world’s largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012.

Position Summary


Major Responsibility:
Operational Tasks

Supporting Actions:

  • Processing of security requests from both internal and external customers within established turnaround time. This includes the creation of login credentials to access IM websites, unlocking of web IDs, resetting of passwords and user maintenance.
  • Processing of FTP report setup requests for both internal and external customers within the established turnaround time. This includes reseller and vendor FTP reports under the Fusion FTP server.  Support includes the creation and user maintenance of FTP login credentials to access these files.
  • Processing of XML Partner setup requests for both internal and external customers within the established turnaround time. This includes the creation and user maintenance of XML login credentials for use with the customer's storefront or third-party tool.
  • Processing of Tibco report setup and maintenance requests for customers. This includes the creation of login access tickets to access these reports.
  • Creation and user maintenance of users in the Impact tool.
  • Creation and modification of end-customer name and addresses.
  • Coordinating with other departments as needed in resolving customer issues.
  • ECS associate is to ensure that all policies and procedures will be strictly followed.
  • Create and maintain detailed case history on all customer interactions through IS recording tools

Major Responsibility: Customer Engagement Tasks

Supporting Actions:

  • Assists and directs customer inquiries to the appropriate group or department that can provide the best resolution.
  • Provide customers with clear instructions or walkthrough on website functions and tools.
  • Provide customers with clear instructions or walkthrough on how to access/download FTP reports. Answer queries pertaining to the structure of each report, file frequency and data populating in each feed.
  • Provide customers with basic understanding on Ingram Micro's XML services.
  • Provide basic troubleshooting steps for web, FTP file and XML related issues and the creation of problem tickets if needed.
  • Maintains good working relationship with designated contacts

Major Responsibility: Admin Tasks

Supporting Actions:

  • Attend weekly team updates and meetings with IS teams involved in the resolution of problem tickets
  • Perform admin duties such as managing the ECS mailbox and maintenance of the team trackers
  • Perform timely follow-up and bring closure to all partner requests.

Job Qualifications and Educational Requirement

  • Preferably graduate of an IT related course; Degree may be substituted for up to three years of experience in similar process environment

Technical Competencies

  • Adept in navigating personal computer platforms and operations including but not limited to Microsoft Office, Internet Explorer, and current MS Windows operating systems
  • Knowledge of pertinent diagnostic tools and call tracking software

Foundational Competencies

Communicates effectively

  • Is effective in a variety of communication settings, 1:1, small, large groups, or among diverse styles and position levels.
  • Attentively listens
  • Adjusts to fit the audience and the message
  • Provides timely and helpful information to others across the organization
  • Encourages the open expression of diverse ideas and opinions

Action Oriented

  • Self-directing to get results
  • Achieves despite difficult personalities
  • High task orientation
  • Willing to sacrifice to get results

Customer Focused

  • Gains insight into customer needs
  • Identifies opportunities that benefit the customer
  • Builds and delivers solutions that meet customer expectations
  • Establishes and maintains effective customer relationship

Drives Results

  • Self-directing to get results
  • High level of past achievement
  • Achieves despite difficult personalities
  • High task orientation
  • Willing to sacrifice to get results
  • Has a strong bottom-line orientation
  • Persists in accomplishing the objectives despite obstacles and setbacks
  • Has a track record of exceeding goals successfully
  • Pushes self and helps others achieve results

Collaborates

  • Works cooperatively with other across the organization to achieve shared objectives
  • Represents own interests while being fair to others and their areas
  • Partners with others to get work done
  • Credits others for their contributions and accomplishments
  • Gains trust and support of others.
  • Fosters cooperation and collaboration in others through trust-building and relationships
  • Works in partnership with others

Disclaimer *The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time or as necessitated by business demands.

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