About this role
<div> <div> <p>Purpose & Overall Relevance for the Organization</p> </div> <div> </div> <div> <p>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. </p> </div> <div> <p> </p> <p>Key Responsibilities</p> <p> </p> </div> <div> <ul> <li>Provide Account operations support to all assigned customers in specific market. </li> <li>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.</li> <li>Collaborate closely with internal and external departments (e.g. Sales, AS&O Team, Finance, Order Fulfilment) when dealing with the following topics: <ul> <li>Returns, complaints, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, etc.</li> <li>Monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales. </li> </ul> </li> <li>Perform order book management by recording 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.</li> <li>Track carrier deliveries and parcel deliveries</li> <li>Work in close cooperation with colleagues from other groups within Accounts & Sales Operations</li> <li>Standing in for and supporting colleagues working in other groups within Accounts & Sales Operations.</li> <li>Support direct management with analysis, problem-solving preparation, and process improvements, including controls review and implementation. </li> </ul> </div> </div> <div> <div> </div> <div> <p>Knowledge, Skills, and Abilities</p> <p> </p> </div> <div> <ul style="list-style-type:disc"> <li> <p>Strong Customer Service focus and excellent communication skills. </p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p>Working knowledge of MS Office, SAP/CRM and Business Objects. </p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p>Advanced English and French knowledge (written and spoken). </p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p>Understanding of costs and of sales generation. </p> </li> </ul> </div> </div> <div> <div> <ul style="list-style-type:disc"> <li> <p>Process-oriented mindset and in-depth understanding of complex correlations. </p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p>Proactive, Autonomous, and independent working style. </p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p>A high level of problem-solving ability. </p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p>Ability to contribute to a team environment where performance is measured. </p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p>Experience in working under pressure to meet deadlines and conflicting priorities. </p> </li> </ul> </div> <div> <p> </p> </div> <div> <p>Requisite Education and Experience/Minimum Qualifications</p> </div> <div> <p> </p> </div> <div> <ul style="list-style-type:disc"> <li> <p>Successful completion of mandatory education level or vocational studies. Bachelor’s degree is a plus. </p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p>2+ years’ experience in providing customer support in the field of customer service, sales or logistics</p> </li> </ul> </div> </div>