DescriptionIngram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $50 billion in revenue, we have become the world’s largest technology distributor with operations in 64 countries and more than 35,000 associates.
PRINCIPAL TASKS OF JOB / CORE RESPONSIBILITIES:
·To take direct responsibility for customer satisfaction in the services provided by Ingram Micro.
·To professionally manage all commercial aspects of the client relationships, including day to day contact, pricing, negotiations, and contract renewals.
·To manage, where needed, specific accounts where Ingram Micro may be providing services to clients from more than one country. Work with other sites within Ingram to provide uniform reporting, manage performance and deal with escalations.
·To ensure as a business, we measure and report on all customer contractual KPIs.
·To fully own all aspects of running/presenting at MBR’s, QBRs and ABRs, taking full responsibility for performance tracking, data creation, development of the client road map and growing of the account.
·Responsible for daily monitoring of the flow of orders through the various systems, taking accountably for addressing and finding resolutions to issues, problem solving in a fast-paced environment.
· Manage and undertake regular reviews with direct reports.
·Take full responsibility for identifying areas of improvement, waste, or sub optimal commercial performance and present/drive these improvements internally and with the customer – managing an action log.
·To work with third parties (such as freight partners, and internal Ingram Micro customer service operations) to ensure customer requirements and Ingram requirements are met.
·To drive performance with the operations team to ensure customer performance levels are met, being the face of the customer at daily meetings.
·To manage customer expectations in cases where they are not.
·To ensure profitability goals from our key customers are achieved.
·To ensure all aspects of month end processes are carried out accurately and on time. Eg invoice checking prior to issue, activity reporting etc.
·To spot opportunities within the client to expand the range of services offered, working with other Ingram team members to formulate and present proposals to clients to achieve growth and new business.
·To run a formal account plan for the top 5 clients, presenting performance and development of these accounts at board level.
·To develop and maintain effective internal relationships within the UK and Ingram Micro Group.
·To take direct responsibility for forecasts – either obtaining from clients or creating forecasts for client sign off. Securing an agreed and peer reviewed set of volume parameters for the operation to work to, with clear tolerances agreed with customers.
·To ensure that other internal stakeholders (such as labour planning, agency supplier management and freight management) have a clear picture of forecasted client activity levels.
·To visit customer premises and conduct presentations as and when required, and to attend hospitality as required.
·Monitor customer delivery performance against agreed KPI’s and ensure customer expectations are managed at times of variation from expected level
·Manage all commercial aspects of any changes to agreed service levels.
·Manage and undertake regular reviews with direct reports.