Customer Account Coordinator

• Always striving to exceed internal/external customer expectations
• Actively working with the team and team leader to identify opportunities to improve service
• Undertake tasks efficiently and accurately with attention to detail
• Ensures that customer requirements are fulfilled – order processing, VAS Manuals kept updated, and orders are converted to shipments in line with customer needs
• Builds relationships with external and internal customers by understanding customer needs and gaining their respect and trust
• Represents the brands by offering a positive, motivated and can do approach
• Working across functions building partnerships that focus on service, problem solving and effective communication
• Sales Order Processing: Ensure that all new orders from customers are processed onto SAP accurately and within 24 hours of receipt
• Ensure that all forward orders for key customers are acknowledged within 48 hours of receipt and that delivery dates are confirmed in line with WWW guidelines
• Update orders as necessary and maintain an accurate order book at all times
• Advise customers of any revisions to requested delivery dates/quantities as soon as the information is available
• Accept new orders from customers by telephone, email and fax and actively sell additional quantities where possible
• Monitor status of order progress to the point of dispatch from the warehouse to help avoid any delay to the delivery process and customer dissatisfaction
• Resolve customer enquiries quickly and ensure that they are answered in full and accurately
• Ensure that all orders are processed in line with WWW policies – i.e. minimum orders, YAC guidelines etc
• Account Management: Monitor orders and advise Team Leader of any known problems or delays
• Answer incoming customer calls as required – ensuring that these calls are dealt with to an exceptionally high standard
• Participate in call monitoring and coaching to continuously look for improvements in managing customer calls
• Ensure that credits and returns are dealt with efficiently in line within agreed SLA’s
• Liaise with third party Warehouse and Logistics concerning any shortages, processing, bookings or returns
• Liaise with Finance/Credit Control department concerning returns, credits and invoicing issues
• Keep warehouse fully up to date with processing requirements of specified accounts
• Keep in regular contact with accounts, maintaining and developing good working relationships
• Communicate relevant account activity to Team Leader as appropriate
• Take accountability for managing and shipping order book, promoting a proactive approach to help maximize sales
• Provide regular delivery schedules to key customers keeping them informed of the latest delivery dates of their orders
• Courtesy calling customers to gain feedback on brand performance and the service being provided to them, using this constructively and effectively
• Provide regular updates and communications to your sales teams ensuring they are fully aware of any account issues, order delays etc
• Provide relevant reporting to both internal and external customers and ensure you develop a good understanding /knowledge of the reporting tools available
• General Requirements: Ensure you follow all appropriate guidelines, polices and processes in line with expectations
• Be a team player – support your team leader and colleagues, see success in terms of team performance
• Help transform Customer Service dept into a proactive versus reactive organization in a way that creates a superior customer service experience
• Support the business – drive performance forward maximizing shipments and opportunities for replenishment sales
• Perform other duties as required/assigned by Team Leader
• Maintain organized and efficient filing system for all customer related paperwork
• Attend exhibitions/trade shows, sales meetings and visit customers when required
• Actively participate in coaching and training opportunities to enhance your skills and knowledge
• Be an ambassador for our brands and products

• Fluency in both written and spoken French
• Minimum 2 years experience in a branded/wholesale customer services environment
• Customer Service orientated
• SAP experience preferred although not compulsory
• Excellent communication skills with customer focus at all times
• Strong team player with the ability to be able to contribute new ideas
• Adaptable to change
• Demonstrate drive and enthusiasm
• Adopt a proactive approach and be a “forward thinker”
• Well organized, ability to manage priorities and produce accurate work in a pressured environment

Additional Spanish language may be beneficial