Key Account Manager - US

Position Summary & Objective
The Key Account Manager manages customer relationships for a predefined set of key
customers that have a key importance to the company. The role manages customer orders and
expectations from receipt of initial enquiry, through order processing to on time delivery of
product. It provides excellent customer service to existing key customers whilst supporting
external sales directors in the development of new business opportunities.
Essential Functions Performed by the Position
• Pricing, both standard and non-standard.
• Order processing.
• Order expediting, including liaising with other OpSec facilities if required.
• Preparation, issuing and expediting of Contract Review forms and related draft
documentation to customers to ensure approvals received in a timely manner ahead of
orders being processed.
• Oversee dispatching and invoicing of customer orders.
• Managing new projects from concept of idea, through Project Management to
processing of customer orders
• Provide robust support the Sales team in management of new and existing Key
accounts, and monthly forecasting activities.
• Perform regular maintenance of Digital Accounts through the various digital platforms
such as MAS, WSPL and Insight
• Provide customer facing digital support (Tier 1) on existing Digital Programs
• Creating monthly reports on key activities, to be included in Customer Care Monthly
report.
• Reporting customer service KPI’s so that overall service levels can be managed as well as
understanding the different service levels provided by each Key Account Manager
• Represent Customer Service team at various meetings including daily and weekly
production planning meetings.
• Managing specific projects as allocated by Customer Service Manager e.g., pricing
model, updating of SOP’s, support processes, etc.
Position Qualifications
Education:
• Bachelor's degree in business administration or relevant professional experience.
Experience:
• 2-4 years of customer service and key account management experience.
Certifications/Licenses:
• None.
Language Proficiency:
• Fluent in English both written and verbal.
• Any other language skills are advantageous.
Knowledge, Skills, and Abilities
• Must have experience of ERP systems.
• Excellent numeric and communication skills
• Excellent I.T. Skills – Word, Excel, Outlook etc.
• The ability to work accurately paying close attention to detail.
• Ability to work to strict deadlines, prioritize workload and work under pressure.
• Must have the ability to multitask, be self-motivated and able to work autonomously as
well as in a team environment.
• Flexibility to accommodate ever-changing working environment and demands placed
upon it.
• Possess a positive, professional, can-do attitude.
• Must be able to fit into a culture where teamwork, empowerment and dedication are of
utmost importance.