The role will be required to interact with customers both internal and external, also managing any orders that fall outside the normal Order Process from the BPO, resolving all discrepancies, moving customer purchase orders through the ERP system to be shipped & invoiced. The role will drive excellent pre invoice customer service by responding to requests and queries in a timely and professional manner. Working directly with the BPO Order Entry, Sales, Service Delivery, Finance, Purchasing and the warehouse representatives, and dealing directly with third party carriers, vendors and customers.
The role will require strong communication and problem solving skills, have good attention to detail and be experienced in order processing validation Strong proven experience of relationship building and understand the basics of excellent Pre Invoice Customer Service are essential.
DUTIES & RESPONSIBILITIES
Customer Service (Pre-Invoice)
* Respond to customer's requests promptly in a professional, polite and friendly manner
* Obtain and evaluate all relevant information to handle inquiries and complaints in a prioritized manner
* Build and maintain business relationship with customers, ensuring actions are processed promptly and accurately
* Dealing directly with customers either by telephone, electronically or face to face
* Direct requests and unresolved issues to the designated resource through the workflow tools
* Keep records of customer interactions, transactions, inquiries, comments and complaints
* Record details of actions taken, using workflow tools
* Manage administration
* Establish productive vendor relations to ensure quality of service to customers
* Own all order related issues to the satisfaction of the customer and the business
* Validate customer purchase orders & create internal sales orders, as required (Orders that fall outside the normal Order Process)
* Keep customers up-to-date with the status of their orders and any future product-related information
* Communicate and coordinate with internal departments such as Training, Marketing, Business Development, Purchasing, Sales, and Product Management to effectively support the customer
* Advise customers of delivery dates and product information, Liaise with Warehouse on dispatch issues and requests
* Follow up on customer interactions
Order/Stock Management
* Managing and requesting releasing of holds - VAT, Credit Rejection, Wrong Shipping codes, Margin holds, Promotion holds
* Finance queries and incident management/resolution with finance
* Backlog review and management (including running backlog reports)
* Managing and requesting creation of missing promotions (SBA's)
* Chasing missing configuration files from customers (if applicable)
* Daily/weekly POS checks and updates
* Virtual inventory management/Sales Liability Inventory (SLI) - Recycling stock on new orders to minimise charges to sales offices
Westcon-Comstor is a global technology distributor specialising in cybersecurity, networking, and hybrid cloud solutions. As Growth Architects of the channel, we empower IT partners, vendors, and end customers to seize opportunities, unlock potential, and achieve scalable success.
Our core values - ambition, integrity, partnership, and accountability - guide how we work and inspire everything we do. We believe diversity drives creativity and innovation, which is why we're dedicated to creating an inclusive environment where every voice is heard, every perspective matters, and every team member can thrive.
Join us and be part of a team that's shaping the future of technology across the channel.
What we offer
- 🌍 An inclusive and supportive work environment where diversity is celebrated.
- 📈 Opportunities for professional growth, learning, and career development.
- 💻 Flexible working arrangements, health insurance, and other benefits to support your wellbeing.
- 🤝 A culture of collaboration, innovation, and accountability.
Commitment to diversity & inclusion
We are an equal opportunity employer and value diversity in our workforce. We welcome applications from individuals of all backgrounds, regardless of race, ethnicity, gender, age, disability, sexual orientation, or any other protected characteristic. Equity is at the heart of all our departments and roles.
If you need reasonable adjustments during the recruitment process, please let us know.
📄 Please submit your CV in English to ensure consistency in our review process.
To recruitment agencies:
Only agencies engaged by Westcon-Comstor are authorised to support our recruitment. CVs or profiles sent with Notice out a prior agreement will be considered unsolicited, and no fees will be paid. Thank you for your understanding.
