Customer Care Analyst II

About the Role

As a Customer Service Representative at TD SYNNEX, you'll be the primary point of contact for customers-engaging before and after the sale via phone, email, chat and social channels. You'll partner closely with Sales, Operations and Technical teams to drive customer satisfaction, grow service revenue and uncover new business opportunities. In this role, you'll balance pre-sales activities (quoting, product recommendations, pricing support) with post-sales follow-up (RMA processing, warranty validation, shipping updates, returns and credits) to deliver a seamless, world-class customer experience.

Why You'll Love Working Here
* Meaningful impact - Support and expand relationships with global technology vendors and end-users.
* Career growth - Access structured training programs, mentorship opportunities and clear advancement paths.
* Collaborative culture - Join a diverse, inclusive team that celebrates innovation, continuous learning and "customer first" thinking.
* Work-life balance - Flexible schedules and hybrid work models help you bring your best self to work every day.
* Global reach - Be part of a Fortune 500 leader in IT distribution and solutions, serving customers in more than 100 countries.

What You'll Do
* Serve as the frontline for customer inquiries, troubleshooting issues related to returns, RMAs, damaged or lost shipments, invoicing and warranty claims.
* Process and track RMAs, credits and returns in SAP or internal CRM systems; ensure accurate documentation and timely resolution.
* Collaborate with cross-functional teams-Sales, Logistics, Technical Support-to influence production and shipping schedules for optimal customer outcomes.
* Prepare quotes, product literature and pricing schedules to support pre-sales opportunities; recommend upsell and cross-sell options.
* Identify and escalate complex issues, vendor negotiations or policy exceptions to management for swift resolution.
* Analyze customer feedback and service metrics to recommend process improvements and service-level enhancements.
* Maintain a 4-6 year track record of proactive vendor and distributor engagement, leveraging research skills to resolve discrepancies and support strategic accounts.

What We're Looking For
* 4+ years of customer service, account management or technical support experience in a fast-paced, high-volume environment.
* Strong communicator-verbal and written-who thrives on building trust and rapport with internal and external stakeholders.
* Detail-oriented mindset with proven ability to manage multiple priorities, adhere to policies and deliver on time.
* Proficiency with CRM systems (Salesforce, Microsoft Dynamics, SAP) and standard office applications (Excel, Outlook).
* Analytical thinker who uses data to identify trends, anticipate issues and recommend corrective actions.
* Team player with a positive "can-do" attitude, comfortable working independently and collaboratively.
* Commitment to inclusive practices-welcoming diverse perspectives and fostering a supportive, equitable environment for all colleagues and customers.

Key Skills

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!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.

TD SYNNEX is an E-Verify company