To be successful in this role, the individual must satisfactorily perform each essential duty. The requirements below represent the necessary knowledge, skill, and ability. Additional functions are specified based on the position level. Reasonable accommodations will be considered for individuals with disabilities to perform the essential functions.

Responsibilities:

• Build relationships with customers on a daily basis.
• Provide customer service to address operational and reporting needs.
• Process, coordinate, and manage off-catalog customer requests.
• For CAM III: In addition to CAM I, focus on order fulfillment and project management.
• Process orders and quotes accurately and promptly.
• Conduct account planning and coordinate customer needs.
• For CAM II: In addition to CAM I, provide dedicated support to a specific customer set or high-volume customers.
• For CAM Lead: In addition to CAM I, focus on new accounts and mentor new CAM I team members. Process: Outline the critical processes required to achieve targeted results.
• Process orders and quotes accurately and promptly.
• Meet or exceed SLAs for quote delivery and order placement.
• Monitor open orders and expedite when necessary.
• Communicate effectively and comprehensively with customers and sales.
• Develop solid relationships with Zones customers.
• Provide timely and impactful reporting to customers.
• Interact with customers on a daily basis.
• Generate flawless quotes and orders.
• Establish relationships with multiple individuals in various departments.
• Communicate outstanding orders, constraints, and alternatives.
• Coordinate and facilitate interactions between Zones team members and accounts.
• Meet customer operational and reporting needs.
• Proactively deliver 5-star service.
• Demonstrate a comprehensive understanding of the Zones Service Catalog.
• Be the primary contact for customer issues and concerns.
• Collaborate with sales to communicate service and support needs.
• Process, coordinate, and manage off-catalog customer requests.
• Maintain custom catalog on Zones Connect.
• Process project worksheets for inventory allocations.
• Monitor and coordinate inventory management activities (hardware).
• Monitor and provide support for customer contracts (software).
• Conduct account planning and coordinate customer needs.
• Participate actively in pipeline growth and maintenance.
• Identify future needs through value-driven interactions.
• Understand account dynamics and seek opportunities to increase profitability.
• Understand Zones automation capabilities and offer them to customers.
• Coordinate with PMO or Enterprise Operations for new customer rollouts.

Metrics:

• Consistency in following up on opportunities.
• Accuracy of quotes and orders.
• Customer response time.
• Effective case management.
• Account automation.

 Required Skills:

• Strong commitment to customer service excellence.
• Excellent organizational skills and process expertise.
• Ability to work independently with minimal supervision.
• Comfortable in a fast-paced environment with aggressive deadlines.
• Experience in enterprise-level sales.
• Exceptional verbal and written communication skills.
• Effective negotiation, influence, and persuasion abilities.
• Analytical skills with strong problem-solving capabilities.