Manage customer relationships by understanding customer requirements and meeting their expectations while adhering to Horizon policies and procedures. Respond quickly, efficiently and accurately to customer inquiries, complaints, requests and needs. Proactively monitor customer transactions by anticipating and preventing issues and following up on open issues and communicating effectively. Responsible for maximizing sales and gross margin through pricing, vendor pricing, up selling and cross selling where product knowledge is necessary. Establish and maintain relationships and gain feedback from internal and external customers.
MAJOR DUTIES AND RESPONSIBILITIES:
Develop and process quotes, orders, returns and consistently follow up on delivery of orders to meet customer requirements and maximize Horizon profit and continued long-term relationship with customer.
Determine product availability and appropriate delivery method based on customer needs and cost effective delivery. Locate, negotiate price/delivery and purchase of non-stock products to fulfill customer needs.
Utilize Horizon business system following prescribed processes and procedures. Process orders within systems, provide customer confirmation of status and monitor vendor commitments for compliance. Maintain documentation of all support related information in business system.
Monitor all aspects of sale including back orders, non-conformance and resolution reports. Track customer commitments communicate potential problems and changes with customers; proactively identify and resolve problems effecting customer satisfaction and/or Horizon profit.
Provide regular and continuous communication with Account Managers, Inside Sales Representatives Credit, and CDC personnel to ensure the coordination of Horizon support services.
Develop and maintain knowledge of products. Attend training as required to keep current with products, technologies and service excellence related skills.
Monitor operating unit sales and gross profit in relation to sales and marketing plans and budgets, forecasts, marketing programs and specific initiatives. Participate in contract negotiations and renewal, quotations, pricing, delivery and billing/payment consistent with Horizon standards.