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Account Support Representative 



Assigned to an Account Executive to ensure that systems, processes and SLA’s are met.

Essential duties and responsibilities include the following (other duties may be assigned):

  • Works closely with the Account Executive to ensure that systems are setup properly to best meet the needs of the customers. This includes working directly with the customer to better understand their requirements, and applying that need internally within our organization.
  • Provides quotes to customers that may require technical research with manufacturers and vendors to ensure compatibility.
  • Takes inbound sales calls from established customers and assists with order processing, tracking, sourcing and reporting.
  • Processes orders through either OpsTRACK or Trend, including the batching of orders placed through OpsTRACK by either customers or sales reps. (Enters all pertinent information of sales order into OpsTRACK or Trend and verifies completeness and accuracy.
  • Provides order status, backorder ETA’s and tracking as needed.
  • Manages open order reports and re-sources product if available through other distributors.
  • Assists with the processing of return requests, initiating the RM order in Trend and communicating to the RMA team.
  • Addresses customer complaints with the appropriate operational personnel for an expeditious resolution.
  • Manages RMA and stocking inventory associated to assigned Account Executives.
  • Manages and monitors manufacturer special pricing programs for updates, accuracy and application.
  • Aide in the training and mentoring of any assigned Customer Support Representative.
Position Requirements

Qualifications Requirements:

  • 5 years experience working in the IT channel for a computer reseller or distributor is preferred. (We would consider all experience in the IT channel.)
  • Previous sales support experience is highly desired.
  • Strong customer service skills with experience creating and managing customer and vendor relationships.
  • Self starter with strong attention to detail, multi-tasking with accuracy, and follow up skills.
  • Has a sense of urgency; wants to get the job done.
  • Is passionate about technology.
  • Enthusiastic, resourceful, and can take instruction well.
  • Strong reasoning ability and ability to find solution to problems that may arise.
  • Ability to read, comprehend and write simple instructions and memos with SARCOM operational personnel, vendors and customers. Ability to effectively present information in one-on-one and small group situations to customers, clients and/or other employees with our organization.
  • Must have the ability to operate a standard PC with working knowledge in email, Word, Excel and the Internet. Previous experience with ERP or order management systems is a plus.
Location Columbus, OH  
Full-Time/Part-Time Full-Time  
Shift -not applicable-  
Category Sales  
About the Organization Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, eCommerce, and retail store venues. With annual sales of $1.5B+ , 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses.

PCM has a national presence with branch and satellite offices from California to New Jersey.

In addition to selling products, PCM has the capabilities and resources to consult, configure, install, implement and support what we sell. Service offerings include:

• Networking and infrastructure solutions
• Enterprise systems and storage solutions including data migration, replication, disk/tape storage management, SAN, NAS and virtualization
• Integration and configuration solutions
• Monitoring and operations solutions
• Advanced printing solutions
• 24/7 Help Desk
• System refresh and installation solutions
• Staff Augmentation resources
• Recycling & disposal solutions

PCM has received certifications and authorizations from all major manufacturers. From A+ to CCIEs, business analysts to architects, we have the expert staff to advise clients in making best-fit technology decisions.

PCM is an Equal Opportunity / Affirmative Action Employer ' Minority / Female / Disability / Veteran  
Tags account support representative, sales support, inside sales, reseller, systems integrator, IT channel, information technology, computer, customer service, relationship management, inbound sales, order processing, RMA, quotes, product  
Req Number SAL-13-00073  
Internal Approved REQ#  

This position is currently not accepting applications.

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