Purpose & Overall Relevance for the Organization
Account Operations is responsible to support the business to achieve sales and market strategy objectives. Ensure a reliable, adequate, and competitive customer service level for all assigned customers of the channel.
Key Responsibilities
- Independently providing Account Operations support to all assigned customers in South-East Europe.
- Support customer communication through all relevant channels (email, tickets, phone), providing information on orders and products, and preparing various order-related analyses upon request from customers or Sales.
- Collaborate closely with internal and external departments (e.g. Sales, AS&O Team, Finance, Supply Chain) when dealing with the following topics, amongst others:
- Returns, complaints, scheduled deliveries, cancellations, launches, pre-pack promotions, etc.
- Monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales.
- Perform order book management by placing and managing all types of orders; managing deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control; monitoring electronic receipts for errors and correcting these errors using the tools provided.
- Interact with Commercial, Finance & Supply Chain teams to ensure healthy OB conversion (maximum conversion, identification of obstacles & resolution follow up) & expected monthly Net Sales delivery.
- Extensively tracking orders and deliveries and initiating escalation in the event of delays and irregularities.
- Attend meetings & virtual meetings with assigned customer portfolio & affiliated departments.
- Standing in for and supporting colleagues working in other groups within Accounts & Sales Operations.
- Support direct management with analysis, problem-solving preparation, and process improvements, including controls review and implementation. Additionally, provide coverage during vacations, business trips, or absences.
Key Relationships
- Customers
- Sales Management Team
- Logistics
- Global Operations (Purchasing, Planning, Warehouses, Customer Fulfillment, Inbound and Outbound)
- Credit & Collections
- Market Finance
- External providers
Knowledge, Skills, and Abilities
- Strong Customer Service focus and excellent communication skills.
- Advanced working knowledge of MS Office, SAP/CRM and Business Objects.
- Advanced English knowledge (written and spoken). Additional languages capabilities such as Greek, Serbian or Croatian would be a plus.
- Strong Understanding of costs and of sales generation.
- Process-oriented mindset and in-depth understanding of complex correlations.
- Proactive, autonomous, and independent working style.
- A high level of problem-solving ability.
- Ability to contribute to a team environment where performance is measured.
- Experience in working under pressure to meet deadlines and conflicting priorities.
Requisite Education and Experience/Minimum Qualifications
- University degree in Commerce/Business Administration/Finance/Controlling or similar
- 3+ years’ experience in providing customer support in the field of customer service, sales or logistics
