Key Account Coordinator (Maternity Cover)

Overview

The Key Account Coordinator is responsible for day-to-day order management, including receiving customer orders, cleansing orders, removing order blocks, processing change requests and handling order releases. 

This role works with business partners in the supply chain and beyond to ensure on-time and complete delivery of goods. The Key Account Coordinator helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional orchestration and value to the company.

This role is part of the operations department and will be continuously seeking cross collaboration among teams as well as cost efficiency on the end-to-end execution being always customer centric minded.

This role requires frequent interaction with the members of the customer fulfillment team, including the director, managers and other representatives. Additionally, this role communicates regularly with Sales, D&L (including transportation and warehousing), Customer Compliance, Customer Solutions, Finance, Planning and Merchandising to resolve issues and ensure that customer expectations are met. Externally, this role communicates regularly with customers to communicate service updates

What You'll Do

Administer day-to-day activities of customer order management, specifically:
●    For the Top 50 customers, coordinate customer orders, including order entry, order status, document creation, stock allocation, order release, shipment tracking, sales recognition, and document management.
●    Organize, support and track a smooth process for any VAS (Value Added Service) activities required for the customer.
●    Regularly update customers, suppliers and internal partners on order status and any issues.
●    Handle customer inquiries, process returns, and resolve customer issues promptly.
●    Use root-cause analysis to understand key drivers of order failure in support of continuous improvement.
●    Identify potential obstacles in the fulfillment process, and work with any partners to take corrective action.

Display a customer-centric attitude and maintain strong customer relationships, specifically:
●    Monitor and improve customer feedback systems.
●    Understand customer expectations and translate the voice of the customer for internal partners.
●    Update and maintain presentations used in customer reviews.
●    Identify and implement ways to better meet customer needs and provide superior customer service.

Ensure clean and accurate data management and analysis, specifically:
●    Integrate customer data from various reporting channels as necessary. 
●    Produce and maintain reports communicating and analyzing key performance indicators.
●    Support the preparation and review of internal and external scorecards.

Drive continuous improvement in customer fulfillment systems and processes, specifically:
●    Monitor systems and processes to identify opportunities for continuous improvement.
●    Develop and present recommended improvements to the Manager Customer Operations.

Uphold quality, safety and compliance standards, specifically:
●    Model adherence to quality, compliance and/or safety requirements.
●    Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.
●    Report any quality, safety or compliance incidents to the appropriate individuals and take immediate corrective action.

What You'll Bring to the Table

• Minimum bachelor’s degree or equivalent experience, preferably in supply chain management, logistics, business administration, engineering or a related field.
• Minimum 2-3 years’ experience in supply chain, logistics or a related function and at least one year of customer service experience.
• Focuses relentlessly on customers, with a great attention to detail.
• Ability to work well under pressure, and is a team-player 
• Excellent communication skills, including verbal, written and presentation.
• Resourceful and team spirited.
• Process oriented and capable of mapping them.
• Analytical and problem-solving skills, including the ability to conduct root cause analysis. 
• Project management skills, especially the ability to prioritize work
• Ability to multitask
• Proficiency in relevant software, such as SAP, Sales Force, Power Bi, and Microsoft Office.
• Proven excellent XLS skills
• Strong knowledge of Data analysis 
• Capable of developing Power BI reports.