Account Associate - Daventry

United Kingdom | Daventry, Northamptonshire
Job ID: 47835

Job Description

Position at Ingram Micro Commerce & Lifecycle Services

Ingram 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. Position Summary: 

SCOPE & PURPOSE:

·       Deliver exceptional customer service to meet all the customers’ requirements (Microsoft & all its related parties)

·       To support the Senior Key Account Manager in relevant activities to satisfy the Microsoft customer needs.

PRINCIPAL TASKS OF JOB / CORE RESPONSIBILITIES:

Account Management:

 

·       Engage fully with the customer to ensure all day to day activity is completed & issues reported

·       Manage and ensure KPI reporting according to SLA, maintaining Metrics & sharing with MS weekly

·       Prepare data & share activity overview on Daily Ops call with MS & other MS DC’s & Vendors

·       Key interface for Microsoft account in Senior Key Account Manager absence

·       Play a key part in change management on Microsoft account, process & systemic changes including UAT participation for business on specific projects

·       Accurate and consistent reporting to internal & external stakeholders

·       Acting as a customer point of contact for problem ownership and resolution

Inbound/Outbound Management:

·       Coordinating with Suppliers & Receiving for seamless inbound receipts & re-containment

·       Ensure all inbound ASN’s have been received in the Ingram systems & are uploaded with the correct details

·       Support manual CTX files for Serial numbers for all inbound & outbound as needed

·       Create manual Inbound PO’s where needed for 3rd party inbounds & STO’s from other MS sites

·       Created RMA’s for all refused shipments

·       Create manual shipments for STO’s for shipping to iQor Poland once a week using the TMC Navisphere system & liaising with the carrier directly

·       Clear all ZROS orders in SAP X401 – clear GT Holds with Sofia team & resolve system holds with the inventory team, ensuring deliveries are created & sent to the WMS

·       Manage cancellation requests from the customer

·       Liaise directly with Microsoft on BIA alerts to ensure affected serials are identified & blocked appropriately in all systems – alerting to operational management

·       Liaise with Operations management team & Inventory team for all Inventory quarantine issues & requests

·       Ensure all relevant  Sku’s are created with correct SKU Data capture in SAP, IM First & ESMS systems

·       Investigate customer claims with the operational teams & communicate with Microsoft Freight Management Vendor

·       Liaise directly with Accenture (Microsoft end client order management team) to manage daily ship plan

·       Ensure all Microsoft processes are adhered to by Operations team

·       Monitor all operational activity & chase where needed on outstanding activity through to completion

Transformation Management:

·       Amend each BOM configuration as required by new Microsoft information

·       Process transformation Works Orders & release for Operational team & keep information logged for tracking & invoicing purposes

ROC support

·       Day to day support of operations.

·       Planning of ship requests for vendors.

·       Reporting on RMA’s processed by status.

·       Adherence to SLA’s.

System Management:

·       Utilise all reporting tools

·       Daily & monthly reconciliation of all orders created, shipped, inbound receipts & Transformation through to Microsoft SAP system (direct access to customer system)

·       IDOC daily check & archive process

·       Resolve IDOC failures in SAP for orders & ASN notifications

·       Ensure all systems are reconciled each day so transactions are all complete in IM First, IM SAP & through to MS SAP

·       Liaise directly with appropriate teams to resolve issues

·       SAP training will be given.

Other Activity:

·       Continuous process improvement on all activities

·       Ensure 5S initiatives are in place – owner of 5S of upstairs area

 

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