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:
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This role is specific to support Account Operations teams during the implementation of a new SAP S4 system and is limited to the project timelines. This role will be assigned to different teams and markets in Account Operations for the duration of the project.
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Support customer communication through all relevant channels (email, tickets, phone, in person), providing information on orders and products, and preparing various order-related analyses upon request from customers or Sales.
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Collaborate closely with internal and external departments (e.g. Sales, AS&O Team, Finance, Order Fulfilment) when dealing with the following topics:
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Returns, complaints, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, etc.
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Monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales.
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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.
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Track carrier deliveries and parcel deliveries
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Work in close cooperation with colleagues from other groups within Accounts & Sales Operations
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Standing in for and supporting colleagues working in other groups within Accounts & Sales Operations.
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Support direct management with analysis, problem-solving preparation, and process improvements, including controls review and implementation.
Key Relationships:
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Customers
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Sales Management Team
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Logistics
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Global Operations (Purchasing, Planning, Warehouses, Customer Fulfillment, Inbound and Outbound)
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Credit & Collections
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Market Finance
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External providers
Knowledge, Skills, and Abilities:
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Strong Customer Service focus and excellent communication skills.
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Working knowledge of MS Office, SAP/CRM and Business Objects.
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Advanced English knowledge (written and spoken).
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Understanding of costs and of sales generation.
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Process-oriented mindset and in-depth understanding of complex correlations.
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Proactive, Autonomous, and independent working style.
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A high level of problem-solving ability.
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Ability to contribute to a team environment where performance is measured.
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Experience in working under pressure to meet deadlines and conflicting priorities.
Requisite Education and Experience/Minimum Qualifications:
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Successful completion of mandatory education level or vocational studies. Bachelor’s degree is a plus.
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2+ years’ experience in providing customer support in the field of customer service, sales or lo