Senior Specialist GBS Acct & Sales Ops

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