Job Summary:

To be responsible for managing the order entry to cash process and delivering outstanding customer service to a range of key accounts, whilst following approved SOX compliant internal processes. In order to achieve this, the Account Coordinator will be required to liaise, and work closely with, other areas of the organisation as specified above.

Key Areas of Responsibility:

• To manage customer orders from order entry to billing; using telephone, e-mail and fax to provide our customers with an efficient, reliable service
• To respond effectively to queries relating to customer orders and deliveries
• To manage deliveries in line with customer expectations, liaising with 3rd party warehouses and other supply chain contacts
• To resolve customer complaints and invoice queries
• To raise credits & adjustments on customer accounts and to liaise with credit & collections to ensure any outstanding customer deductions are resolved in a timely manner
• To be in regular contact with our Sales Account Managers and local SPG contacts, and to ensure relevant information relating to customer orders & deliveries (especially changes to expected customer demand – abnormal orders, postponed or cancelled deliveries, etc) is communicated in a timely manner
• To understand the operational requirements of key customers (key contacts, delivery specifications, booking requirements, etc)
• To implement process improvements which will improve operational effectiveness and enhance profitability
• To ensure that customer account records are kept up to date for audit purposes
• To identify and resolve with the data management team any master data errors affecting the OTC process
• To provide support for other members of the team
Key Competencies / Qualifications:

• Proven customer service or logistics experience and an ability to liaise with different contacts in the organisation
• Excellent communication skills with both oral and written fluency in English
• Fluency in 2 other European languages is preferred
• An ability to work on own initiative and as part of a team
• Forward thinking and open to new processes/process improvements
• Familiar with electronic communication and workflows (lotus notes, databases, etc)
• PC skills – competent on Excel, Word and Powerpoint
• SAP experience would be an advantage
• An ability to prioritise workload and manage time effectively
• A pro-active and flexible attitude
• An ability to work under pressure and to tight deadlines when required