Account Manager, Customer Operations

Position Summary:

The Customer Operations Account Manager & Supply and Allocation Analyst is a hybrid role responsible for managing customer accounts in the EU region while overseeing the efficient allocation and supply of products to meet customer demands in the EMEAI region. This combined position requires strong customer relationship management skills as well as a solid understanding of supply chain principles to ensure optimal product availability and customer satisfaction. The role will require working closely with Sales, Supply Chain, Finance & Logistics teams to balance customer needs with supply capabilities in the EMEAI region.

Key Responsibilities:

Customer Operations Account Management:

• Customer Relationship Management : Serve as the primary point of contact for assigned customers, understanding their needs and delivering a high standard of service. Build and nurture strong, long-term customer relationships.
• Order & Process Management : Oversee the end-to-end OTC process from intake to fulfilment, ensuring that customer orders are processed accurately, resolving any holds and in a timely manner.
• Escalation Management : Handle any customer complaints or escalations related to order fulfilment, product availability, or shipping issues, collaborating with internal teams to resolve them.
• Collaboration with Sales : Work closely with the Sales Manager and other key stakeholders to align customer needs with product availability and sales strategies. Assist in meeting sales targets by managing customer expectations and orders effectively.
• B2B RMA : Manage the end-to-end process of handling product returns from our customers.

Supply & Allocation Analysis:

• Product Allocation : Manage the allocation of products to our EMEAI customers based on priority, and regional market needs. Ensure that the correct products are available in the right quantities. Coordinate with the Demand Operations team to fully cover customer backlog requirements
• Inventory Optimization : Monitor inventory levels to ensure that stock levels are aligned with customer demand and avoid missing the CRSD or excess inventory.
• Reporting & Analytics : Prepare regular reports on supply status, and order fulfilment performance. Analyse trends and provide insights to help optimize the supply and allocation process.
• Problem-Solving & Issue Resolution : Address any supply chain disruptions or product shortages, identifying root causes and implementing solutions to minimize delays or disruptions to customers.

• Key Skills & Competencies:

• Customer-Centric Mindset : Ability to manage customer relationships, address customer concerns, and ensure high levels of customer satisfaction while balancing operational constraints.
• Supply Chain & Allocation Expertise : Strong understanding of inventory management, demand forecasting, and allocation processes. Ability to work with supply chain tools and systems to optimize product supply.
• Analytical Thinking : Strong ability to analyse sales data, inventory levels, and market trends to make informed decisions about product allocation and customer order fulfilment.
• Leadership Mindset : The ability to be self-motivated, a positive attitude to growth and create a culture of trust.
• Proactive Thinking and Problem-Solving : Ability to identify operational bottlenecks or supply issues and take action to resolve them quickly, minimizing the impact on customers.
• Communication & Collaboration : Strong communication skills to liaise effectively with internal teams (Sales, Operations, Supply Chain, Logistics) and customers. Ability to convey complex information in a clear, actionable manner.
• Continuous Learning and Improvement : A mindset that prioritizes growth whether through seeking new knowledge, improving skills, or finding more efficient ways of doing things.
• Project Management : Ability to manage multiple priorities, meet deadlines, and keep track of various customer and supply chain activities simultaneously.
• Technical Proficiency : Familiarity with ERP systems (SAP, Oracle), inventory management software, and Microsoft Excel to an intermediate / advanced level for data analysis, reporting, and decision-making.