Cisco Sales Support Specialist

*Please note the hours are 11:30am-8:00pm EST

*Please note candidates must be within 60 miles of Harrisburg, PA or Clearwater, FL

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

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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 attach@cisco.com.
• DSV booking error correction. DSV=distribution 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.

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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.

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ADDITIONAL DUTIES

• Process product returns [RMAs].
• Interact with vendors as well as co-owners in other departments.
• Attend training sessions as required.
• Meet Service Level Agreements, customer service team goals and targets including call handling quotas.
• Keep work area neat, clean and hazard free.
• Must work in other areas, as needed for cross training and/or workload.
• Other related duties as assigned.

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EDUCATION and/or EXPERIENCE

• Associates Degree or higher education preferred.
• 1 to 3 years of office or call center based customer service experience.
• Cisco experience a plus.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• What salary range are you looking for?
• Are you legally authorized to work in the US without sponsorship?
• Do you have technology distribution industry experience?
• Are you able to work 11:30am-8:00pm EST?
• Do you have experience selling Cisco products?
• Do you have prior phone customer service experience?

Ability to Relocate:

• Clearwater, FL 33760: Relocate before starting work (Required)

Work Location: Hybrid remote in Clearwater, FL 33760