Autonomous Key-Account Care Lead

Elementis Global; Porto; Sur place; EUR 32 000 - 52 000; Plein temps

Résumé du poste

Elementis Global is seeking a Customer Care Specialist to oversee key accounts with elevated autonomy within the Customer Service organization. You will advocate for customers, drive continuous improvement, and collaborate with Sales and CS management to uphold standards across the Americas and/or Europe.

The role emphasizes order-to-cash processes, issue resolution, and proactive coordination with cross-functional teams to enhance customer satisfaction and relationships.

Qualifications

• 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
• Proactively monitor supply and demand to ensure availability for production and distribution to customers
• Liaise with Supply Planning or propose alternative arrangements with customers regarding materials and delivery dates
• Process all assigned/shared customer orders efficiently (standard sales orders, consignment replenishment/release, reconciliation and billing)
• 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.
• Ensure timely release and accuracy of invoices, debit, and credit notes in the ERP order-to-cash model
• Prepare and analyze customer specific reports complying to company rules and laws.
• Actively contribute to the continuous improvement of administrative systems and processes
• Participate in achieving organizational and departmental goals
• Lead initiatives for continuous improvement in processes related to key account management
• Cultivate and maintain strong relationships with key accounts, acting as a strategic partner in addressing their needs and concerns.
• Set a high standard for professionalism and positive rapport within the key account portfolio.
• Support uninterrupted customer service support and experience by providing account coverage and back up during absences

Responsabilités

• 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
• Proactively monitor supply and demand to ensure availability for production and distribution to customers
• Liaise with Supply Planning or propose alternative arrangements with customers regarding materials and delivery dates
• Process all assigned/shared customer orders efficiently (standard sales orders, consignment replenishment/release, reconciliation and billing)
• 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.
• Ensure timely release and accuracy of invoices, debit, and credit notes in the ERP order-to-cash model
• Prepare and analyze customer specific reports complying to company rules and laws.
• Actively contribute to the continuous improvement of administrative systems and processes
• Participate in achieving organizational and departmental goals
• Lead initiatives for continuous improvement in processes related to key account management
• Cultivate and maintain strong relationships with key accounts, acting as a strategic partner in addressing their needs and concerns.
• Set a high standard for professionalism and positive rapport within the key account portfolio.
• Support uninterrupted customer service support and experience by providing account coverage and back up during absences

Description du poste

Elementis Global is seeking a Customer Care Specialist to oversee key accounts with elevated autonomy within the Customer Service organization. You will advocate for customers, drive continuous improvement, and collaborate with Sales and CS management to uphold standards across the Americas and/or Europe.

The role emphasizes order-to-cash processes, issue resolution, and proactive coordination with cross-functional teams to enhance customer satisfaction and relationships.