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Customer Support - Pre & Post Sales

Overall Purpose: Responsible for providing customer service support to assigned customers and ensuring critical service requirements are met. Roles & Responsibilities: 1) Works under direct supervision to supports pre and post sale activities. 2) Interacts with customers prior to and or after sale and maintains positive customer relations. 3) Partner with internal and external organizations to ensure customer specific service issues are addresses in a timely manner. 4) Support implementation of customer projects and initiate escalation and expedite situations (on orders) to meet customer goals and satisfaction. 5) Assures successful implementation of service agreements and provide reports/tools to measure performance based on those agreements. 6) Respond to customer inquiries to determine appropriate product literature and pricing schedules. 7) Proactively monitors orders via Work In Progress reviews with customers on complex data, service and projects. 8) May involve the initiation of orders used for contingent/interim plans while other orders are in pipeline; recommend price changes based on company/customer relationship. 9) Confirm provisioning information, resolves scheduling, shipping or billing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; may review first bill information with customer; and may suggest add-on business opportunities. 10) 24X7 environment.

Responsible for ensuring accurate implementation of high-end business customer projects, on-time and accurate billing performance, accurate collection of customer and external supplier data and maintaining strong relationships with a variety of groups responsible for delivering and supporting custom services. Responsibilities: • Using electronic and manual tools to manage complex order documentation • Collecting complete and accurate customer data (minimum data sets) • Coordinating with various groups to oversee implementation complex services • Multiple project tracking • Interfacing with customers, suppliers and AT&T internal groups • Preparing purchase orders and obtaining approvals • Preparing bill triggers to submit into billing organization for invoice generation • Reviewing and obtaining approvals for Supplier work deliverables and payments • Expediting Supplier payments and/or Purchase Order approvals • Engaging with Suppliers when Purchase Orders and/or invoices are not approved or sent • Assisting with billing disputes • Developing strong linkages and relationships with a variety of groups responsible for supporting custom customer services.

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