Job Description
As a key player in our customer service team, you will play a pivotal role in elevating customer satisfaction and relationships. You will oversee key accounts with autonomy and decision-making authority, focusing on delivering best-in-class service that enhances the customer experience.
You will proactively engage in continuous improvement initiatives within processes related to your designated key accounts. You will manage complex issue resolutions, maintain compliance with business policies and schedules, and strive for excellence in order-to-cash processes.
* Serve as the primary point of contact for escalated issues from key accounts, utilizing advanced problem-solving skills to address complex challenges.
* Foster strong communication channels with key accounts, understanding their unique needs and preferences.
* Route and process incoming calls on ACD (Automatic Call Distribution) line
* Monitor and manage group mailbox distribution
* Escalate critical availability issues to relevant teams and managers
In addition, you will be responsible for:
* Proactively monitoring supply and demand to ensure availability for production and distribution to customers
* Liaising with Supply Planning or proposing alternative arrangements with customers regarding materials and delivery dates
* Processing all assigned/shared customer orders efficiently
Furthermore, you will collaborate closely with key accounts and the credit department to investigate and resolve financial issues, including past due invoices, accounts receivable challenges, and credit holds.
Key Account Manager opportunities also involve:
* Actively contributing to the continuous improvement of administrative systems and processes
* Participating in achieving organizational and departmental goals
* Leading initiatives for continuous improvement in processes related to key account management
Key Account Managers cultivate and maintain strong relationships with key accounts, acting as strategic partners in addressing their needs and concerns.