Customer Service Executive

JOB PURPOSE

The Customer Account Executive is responsible for the management of assigned customer accounts and makes decisions regards managing these accounts cost-effectively and efficiently, that not only affects customers but also includes the site operations. This requires developing relationships with customers, evaluating customer needs and formulating plans to manage the customer’s order experience.

KEY ACCOUNTABILITIES

The primary duties of the Customer Account Executive position are:

• Responsible for product knowledge and corresponding site standards and be able to make determinations of how to match the customer’s requirements and business needs
• Maintain open and direct communication with customers to ensure a complete understanding of their needs and requirements
• Proactively identify issues that may inhibit customer satisfaction
• Process orders received from customers and sales team on a timely basis, using various technology applications
• Provide prompt communication to the customer regarding existing challenges meeting requested ship dates
• Track orders and initiate changes per customer or sales requests to ensure on-time delivery
• Analyse inventory levels; also ensure customers are moving product as agreed and raw material.
• Act as a liaison between customers, Production Planning/Team and logistics 
• Proactively manage exceptions and be able to use discretion and influence to mitigate costs
• Provide market intelligence to the business by visiting customers to develop relationships and become educated on the needs of their business
• Work both independently and with the business unit team to manage customer needs
• Participate in a collaborative, team planning processes; measuring and developing actionable improvement plans for key performance metrics
• Provide short term plan adjustments as necessary in response to unexpected events

• Develop and maintain a relationship with customers to ensure product availability and zero stock-outs of critical SKU's
• Utilise data from various sources for optimal decision making
• Contribute to continuous improvement within the team
• On-Time Shipment (OTIF), Customer Satisfaction, Track and reconcile weekly/monthly metrics versus established targets.

DESIRABLE QUALIFICATIONS, KNOWLEDGE AND SKILLS

• 3rd Level qualification – preferably in one of the following disciplines: business, supply chain, or marketing.
• Experience in customer service, account relationship and order management
• Strong problem solving and verbal skills with the ability to communicate with all levels.
• High-level proficiency in MS Excel, Word, PowerPoint.
• Ability to work with cross-functional team partners to resolve issues to maintain customer satisfaction
• Work proactively to complete all tasks timely, accurately, and completely
• Experience to anticipate customer requirements and integrate requirements into supply chain practices; strong customer focus
• Self-motivated and eager to take on new challenges

BEHAVIOURS

• Analytical thinking
• Demonstrates sound judgement and ethical character
• Detailed and Resilient
• Interpersonal effectiveness
• Concern for standards 

Monday- Friday Onsite

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.