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Customer Service Administrator

4 months ago

Kingston upon Hull, United Kingdom Giacom Full time

Company Description

We're a continually growing, innovative and multi-award-winning wholesaler and distributor of communications, cloud, billing and hardware products and services.

We work in a fast-paced and exciting industry, where we have forged strategic partnerships and relationships with the UK's top telcos, networks, and vendors, including BT, TTB, Vodafone, Virgin Media O2, EE, CityFibre, Sophos, Microsoft and Samsung.

As a Channel-only business, we never sell directly to the end-user. Instead, we serve a market of independent resellers, which we proudly refer to as our partners.

We offer our partners a market-leading and comprehensive product portfolio, intuitive portals and platforms and a passionate team of industry experts.

We make a complex industry as simple as possible for our partners, enabling them with a commercial platform to sell the latest technologies and solutions to the resilient UK SMB market.

We have huge aspirations to challenge our industry and what we do, and we continuously dream big for the future. As a team of over 750 people, we're all immensely proud to work for a rapidly expanding company with an incredible culture that puts our team members and partners at the heart of everything we do.

**Job Description**:

- ** Department**:Sales - Sophos Enablement Team
- ** Salary**: £21,500 - £22,000 p.a. DOE
- ** Location**:Hessle, Hull
- ** Contract**:12 month FTC - Maternity cover

**About the Team**

A Team of 3 advisors managing the order processing for our whole Cloud Partner base.

**About the Role**

Provide direct support to all Giacom partner base working alongside the security vendor Sophos, in a timely and accurate manner. Using all available Internal & External resources to provide a high level of service putting our partners at the centre of all communications.

**R**ole responsibilities**:

- Processing Software & Hardware orders
- Raising quotations through the Sophos Portal.
- Managing any upcoming Renewals for by creating & sending over ahead of time.
- Logging and tracking all orders, quotes & partner contact into our CRM system (HubSpot) until completion.
- Maintain up to date records on our CRM system.
- Working closely with account managers within Sophos to assist with product, quotations license issues or portal queries.
- Providing direct support to partners on their orders, products, quotes, license queries.
- Process & support on any additional requests from Partners.
- Assisting Partners with conversion of licensing from contract Term to Monthly.
- Managing communication with Partners via shared mailboxes, over the phone.
- Liaise with our departments such as Sales and Customer Success Teams as and when required
- Train and up-skill partners where necessary.
- Keep up to date of the marketplace/industry in which Digital Wholesale Solutions, Giacom & Sophos operates.
- Explaining commercial guides to Partners looking for specific product information.
- Carry out any ‘ad hoc’ assignments as and when required.
- Remain compliant with health and safety company policy and legislation.

**Qualifications**:
**Essential**:

- Proven Experience in a Customer Services/Sales Admin/processing Role
- Exceptional level of written and verbal communication skills across all levels
- Competent user of MS Office, Excel & Word.
- Professional and friendly telephone manner.
- The ability to cope with multiple tasks and deadlines
- Excellent time management and organisational skills
- Ability to manage and prioritise own workload whilst working independently with mínimal supervision
- Excellent attention to detail
- Friendly, polite, and professional attitude
- High level of accuracy and numerical ability and attention to detail
- Ability to set priorities for incoming tasks from several different sources to meet deadlines, ability to work under pressure and with conflicting and changing priorities

**Desirable**:

- An understanding of the Cloud Services Industry specifically security sector. (Advantage but full training will be given)
- An understanding of the Cloud Services Industry. (Advantage but full training will be given)

Additional Information

Giacom, DWS and Union Street are part of the same group of companies, bringing together three leading channel solutions in telecoms, cloud software services and cloud billing. Our aspiration is to be the number one supplier in the channel.

Your job role may be focused at one of the brands, but you will interact and impact across the wider group of companies.

**What’s in it for you? Why should you come and work for us?**

We aim to ensure that all applicants are provided with the same opportunities during the recruitment process, and, to that end, we strive to comply with the duties placed upon us to make reasonable adjustments as prescribed by the Equality Act 2010. Should you have a disability or long-term health condition and require a particular adjustment to be made to allow you to fully participate in the