Account Management Coordinator

Our client, a reputable company making a tailor-made serving solutions is currently seeking to recruit Account Management Coordinator. You will be directly reporting to the Manager Customer service

PURPOSE OF THE POSITION:

• To manage the complete process of ordering products, from order entry to order to ship and supply at any moment correct information to external customers and internal stakeholders.
• Ensuring via demand management, screening orders, maintaining the forecast in the system current at customer level to be able to correctly deliver 'call off' orders.
• Total handling of commercial and logistics complaints e.g. incomplete deliveries, broken products etc. Finally handling the possible credit notes.
• To manage and be responsible for the introduction process: ANRF,ARF, RFC, RFM, as well as the introduction follow up

DIMENSIONS / QUANTITATIVE DATA:

• Budget Operating Expenses
• Value added
• Capital Expenditures

PRINCIPAL ACCOUNTABILITIES:

• First point of contact and escalation for the customer
• Ensure sound customer data/information for the Sales Force when they prepare for customer visits help them to be pro-active and improve customer satisfaction
• Review incoming customer visit reports and follow up where required.
• Transition commercial contracts (with forecast data) into system contracts and keep them current on a customer level
• Handle forecast and demand management working in close contact with customers, analysing forecast versus actuals comparing to the customer contract. Also preventing shortages or non moving stock due to sloppy phase in/out of new products.
• Processing and follow-up of sales orders, from order input through delivery.
• Proposition of alternative products when requested products or parts are not available
• Review, update and maintain customer stock levels, keeping the customer informed at all times.
• Review, update and maintain customer data in the unique customer profile
• Receive and handle all complaints and (possible) claims, including commercial complaints within the agreed turn around times.
• Create so called special invoices, e.g. credit notes, customer bonuses and handle all questions and operational issues around these invoices.
• Handle communication and information to customers with regards to: shipments, packaging, volume, availability etc. Follow-up in case special occasions occur and be pro-active
• Continuous product knowledge update, ensuring the latest product developments are known
• Interaction with Sales, CCPC, Finance and Logistics to ensure up-to-date data and maintain current customer and product information
• Prepare independent quotations for 'take off' assortment
• Responsible for the introduction process: ANRF, ARF, introduction follow up
• Ensure general support of the Sales Force when it comes to: taking care of samples, reporting bonus calculation, reporting turnover, quantities, sales quotes
• Providing excellent customer service to our customers and strive for customer delight

U.S. specific responsibilities:

• Follow up on ACR;
• Ability to organize the domestic logistics;
• Invoicing;

APAC specific responsibilities:

• Active support of the sales force
• Ability to organize logistics from warehouse and/or 3rd suppliers
• Coordination demand and supply

MAJOR CHALLENGES:

• To manage the complete process of ordering products, from order entry to order to ship and supply at any moment correct information to external customers and internal stakeholders.
• Ensuring via demand management, screening orders, maintaining the forecast in the system current at customer level to be able to correctly deliver call of orders.
• Total handling of commercial and logistics complaints e.g. incomplete deliveries, broken products etc. Finally handling the possible credit notes
• Support the Sales Force regarding introductions, sampling, reports


Person Profile SKILLS AND EXPERIENCE

Education:

• Bachelor degree in Economics, Marketing, Communications or any related discipline

Work experience:

• Minimum of 2 years commercial experience in hospitality (hotel or airline) industry
• Knowledge and operating experience of transport/logistics is preferred
• Knowledge of and worked with INCO terms is preferred
• General knowledge fo Customs procedures is preferred

Technical know-how & qualifications:

• Microsoft Office
• ERP software in general

Competencies:

• Excellent verbal and written communication skills
• Attention to detail, well organized, accurate and well documented
• Flexible
• Customer Service minded and customer focussed
• Able to cope with deadlines and time pressure
• Team player
•Stress resistant personality
• Able to prioritize and take the self-initiative
• Able and willing to work in a dynamical and fast changing environment

Language Skill requirements:

• Excellent language skills, fluent orally and in writing English (company language) and French

Travel requirements:

Occasional customer visits