JOB DESCRIPTION

JOB TITLE: Client Co-ordinator

LOCATION: DAVENTRY

REPORTING TO: Senior Key Account Manager

DIRECT REPORTS: N/A

STAKEHOLDERS: All associates as pertinent to this role

SCOPE & PURPOSE:

• To take full responsibility for the management of the accounts for which you are responsible for,
which may change from time to time, as business needs dictate.
• To be the first point of contact for the client and deliver a proactive, responsive service to your
accounts in line with clients SLA’s and operational effectiveness targets.

PRINCIPAL TASKS OF JOB / CORE RESPONSIBILITIES:

External

• To be the primary day to day point of contact within Ingram Micro for the clients for which
you are assigned, which may change from time to time, on a day to day basis
• Work as a team with the Operations Manager and Operational Process Lead, attend joint
meetings daily and periodically as required.
• Deliver with clarity and professionalism superior level of responsiveness in support of your
customer relationships.
• Identify potential areas of growth within the client(s)’s account and refer these directly to the
Commercial Director. Assist the Commercial Director and business development team in
compiling, presenting, and supporting solutions to deliver new business wins and account
growth such as call centre, reverse logistics and other areas.
• Work in partnership with the client(s) to produce forecasts and detailed activity planning in
support of revenue targets and delivery of operational services.
• Proactively review client(s) activity and satisfaction levels and collate feedback.
• Maintain a client status report on open projects, within which you will maintain a daily log of
issues, system, and service failures, clear and up to date tracking of open issues, identify
corrective action and, working with your colleagues, take the lead to ensure long term fixes
are applied to issues. Review this list weekly with your line manager.
• Take full responsibility for all aspects of client reporting.
• Ensure that all Added Value Services including cycle counts, rework , Kitting etc is quoted to
and signed off in advance by the client. All costs must be quoted with margin and this should
be approved by the Commercial Director and/or your line manager.
• Assume full responsibility for the clients monthly invoicing process, ensuring accuracy and
that all services are billed in the appropriate accounting period. Track “Value Added Services”,
overtime, and all client transactional activity to support this activity and aid financial profiling.
• Ensure an accurate back up is available to support all invoice entries and evidence the charge
to the client.

Client Co-Ordinator – Daventry – Job description

June 2020
 • Own the operational KPI delivery, producing performance statistics for our operational
platform against key KPI’s.
• Monitor the overall KPI, SLA and QA commitments across all client(s)
• Ensure all communication with the client(s) whether written or verbal is concise, accurate
and professionally delivered. Maintain appropriate records and dialogue history with all
clients in a professional manner
• Deliver a communication plan for your clients to include weekly status report reviews ,
forecasting. MBR and QBR.
• Manage and effectively co-ordinate activities and service levels with client(s)s, customer
service team and Operations, managing expectations, timescales and any internal
constraints.
• Set and manage the client(s)’s expectations on the delivery of all special projects,
implementations etc. providing internal Project Plans to the operation with timelines and set
responsibilities.
• Provide to your line manager information including but not limited to:
o Performance against Client KPI’s
o Client(s)’s performance against sales and activity forecasts.
o Client(s) business opportunities / development.
• Attend meetings and teleconferences where appropriate.
• Produce meeting minutes/action points and distribute to the attendees within 48 hours.
• Ensure a thorough working knowledge of the client(s)’s market place and business
objectives.
• Create and maintain an up to date process manual for the client and your operational team.
Internal
• To act as the escalation, point for Operations in relation to your specific client(s)s.
• Contribute to the new business process in an active manner including, but not limited to:
o Supporting the Implementation process and Project team.
o UAT testing and liaison with client on ETE and golden order testing.
o Assisting with tours of the Operation for clients.
o Prepare documentation and slide decks for Monthly and Quarterly Business Review
meetings.
• Work with Operations and team Colleagues and other departments to ensure all queries are
investigated; resolved and corrective action is put in place where necessary.
• Take full responsibility for the Corrective Action Reports and Maintain and log and ensure
that these are created within maximum 72 hours of reporting of incident.
• Establish an extensive working knowledge of the client(s) and Ingram Micro systems,
processes, and work instructions to enable you to resolve daily issues, monitor performance
and extract reporting.
• To be proactive in contributing ideas and suggestions supporting product and service
developments and improvements for both new and existing systems / services.
Finance
• Monitor and update all sales and activity forecasts for the designated accounts.
• Be the primary lead in compiling all customer reports and billing.
• Ensure all customer billing is taking place within client(s) timelines at month end, with
100% accuracy.

Client Co-Ordinator – Daventry – Job description

June 2020
 • Reconcile specific freight billing, and working with Finance, present margin outcomes at a
service level.
• Undertake general reconciliation and raise month end invoices as required.
• Monitor performance against activity forecasts.
• Review internal planning information.
• Invoice queries from the client need to be acknowledged by return and resolved within 5
working days.
General
• Ensure all work meets the corporate, legal and best practice requirements including but not
limited to:
o Professional and corporate standards for communications (content & style)
o Professional conduct
o GDPR
o Compliance
o Site Security
• Always maintain and enhance the company quality standards .
• Perform an annual client(s) NPS survey, achieving a minimum score of 7+ in this survey.
• Provide cover for colleagues when holiday, sickness or when required.
• Special project completion and any other duties as may be reasonably required.
• Ensure all client(s) related documentation including SLA, functional specifications etc are
kept up to date and reviewed regularly.
• Maintain a good and thorough understanding of all client(s) related documents, processes
and objectives (both internal & external).
• Work with other key stakeholders across the business, including customer services, finance
and HR as required.
• Be proactive in seeking additional personal training or support where necessary.
• Promote and maintain high standards of general housekeeping within the department.
Additional Information

• Assume a proactive approach to your own training , be responsible for self-development and
highlight additional training required to enhance your performance.
• Staff are required to follow the Ingram Micro policies and procedures as indicated in the
employee handbook, Quality processes and Health & Safety Handbook.
• Staff must protect the corporate image and brand values of Ingram Micro
• Staff must comply with data protection guidelines and PCI-DSS regulations on the handling,
storage and destruction of material containing personal data.
• Performance reviews will be carried out regularly (annually) with the line manager to review
performance standards against agreed targets.
• This job description reflects the present requirements of the post. As duties and
responsibilities change and develop the job description will be reviewed and be subject to
amendment in consultation with the post holder.
• To maintain flexibility to ensure the needs of the business are met i.e. work extra
hours/flexible hours and at remote sites if required.

The above is not an exhaustive list of duties and behaviours expected of this role.
The company reserves the right to amend or delete with or without notice in line with change in
business needs.

Client Co-Ordinator – Daventry – Job description

June 2020
 Key Objectives:
Specific and targeted client focused objectives will be set as appropriate.

SIGNED:
JOB HOLDER DATE:

Ingram Micro
SIGNED: Commerce &
DATE:
Lifecycle
Services

Client Co-Ordinator – Daventry – Job description

June 2020