Solution Support Specialist

TD SYNNEX · San José

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About the Role

Performs order entry and is the primary customer and supplier interface for all customer issues related to order management for products within a major business group. Initiates and/or maintains effective communications with internal and external customers regarding product status, as appropriate.

What You'll Do

• Facilitates the order fulfillment process to ensure customer service levels are met.
• Reviews and enters orders to meet customers’ expectations for on-time shipment while maintaining established quality levels throughout the process.
• Makes adjustments in purchasing, backlog management, integration, engineering and shipping/traffic, as appropriate.
• Coordinates with internal and external resources to meet agreed-to expectations of the customer and TD SYNNEX.
• Identifies and communicates options available for issue resolution, as needed.
• Responsible for backlog management including but not limited to: monitoring the progress of orders, investigating and making decisions within established process for resolution of issues (e.g., shipping, Return Merchandise Authorization (RMA), damage, lost goods insurance, order tracking and request revision) and escalating decisions regarding exceptions and critical situations.
• Ensures margin integrity by following exception processes for sales management approvals where necessary.
• Has accountability for the order through the invoicing process and for assisting in research and resolution of order issues as appropriate.
• Coordinates Customer-Owned Inventory (COI) Purchase Orders (POs), ensuring the accuracy of COI when generating monthly or weekly COI inventory reports, if applicable.
• Ensures appropriate information is updated and maintained for the customer.

Knowledge and Skills:

• B2+ to C1 level required (Upper-Intermediate to Advanced), with strong verbal and written communication skills.
• Demonstrated verbal and written communications and interpersonal skills sufficient to work in a team environment and effectively interface with supplier and customer representatives primarily by telephone and e-mail.
• Demonstrated understanding of the impact of the defined process on the customer and to TD SYNNEX.
• Demonstrated critical thinking and decision-making skills in understanding and applying process guidelines to resolve problems.
• Demonstrated operational knowledge and skill in the effective use of the current order entry computer systems and related programs and processes.
• Basic knowledge of supply chain procedures.
• Basic distribution industry knowledge.
• Basic knowledge of product, pricing, customer service and sales strategy.
• Demonstrated ability to perform basic mathematical calculations.
• Basic working knowledge of product offerings, applications and requirements.

Work Experience Requirements:

• Two (2) years of progressive previous work experience in a sales, customer service, warehouse or product support role working with customers, or a combination of post-high school formal education and job experience that demonstrates the ability to meet all of the identified job responsibilities.

Education & Certification Requirements

• High School or equivalent

At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

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