European Key Accounts Administration and Business Liaison Specialist
hace 3 semanas
Job Description
Position Purpose
The European Key Accounts Administration Specialist and Business Liaison is responsible for providing back-office support to the central team and wider community for managing strategic customers across Europe for CHEP.
This role involves complex problem-solving, proactive support, and initiative coordination, as well as collaboration, teamwork, stakeholder coordination, and communication to provide timely resolution and drive customer experience improvements focused on insights, solutions, and value creation.
The role entails close working with Business Development Managers and focuses on general administration, process improvement, and business liaison activities for the EKA community.
Key Responsibilities
- Act as a business partner for the EKA customer management teams and central support functions, ensuring Master Data integrity and customer "Account Health" at European level (systems compliance with agreed Terms & Conditions, timely updates to account structures, payment terms, Purchase Orders, etc.)
- Leverage technical and system expertise to take preventive action to protect revenue and cash and ensure customer satisfaction is maximized
- Provide reactive and proactive support and guidance to pan-European customer contacts in any contract compliance-account maintenance-related, pricing, invoicing, or reporting queries; react positively to problems identified and undertake root cause analysis
- Contribute to securing the integrity of EDI invoicing services
- Support team tasks including documentation of internal processes, maintenance of third-party customer invoice portals, contract storage, customer sites maintenance, delivery of standard customer Key Performance Indicator reports, and ad hoc reports, etc.
- Identify best practices and areas of potential improvement in terms of risk and compliance or operational efficiencies, apply standardization, simplification, and automation where possible in the support provided
- Support the department's Process Improvement team in understanding strategic customer needs, working cooperatively with the department and customers within the Customer Experience Programme framework to support the design and implementation of best-in-class solutions, improving both customer experience and productivity in the area (project example: service offer in relation to third-party customer invoice portals)
- Participate in customer retention initiatives as needed
Requirements
- Minimum 3-5 years' experience in a pan-European organization
- A minimum of 2 years' experience in a customer support role
- Strong analytical background
- Experience in dealing with complex customer queries
- Ability to work autonomously and as part of a team
- Stakeholder Management
- Project Management
Desired Skills and Knowledge
- Excellent technical/analytical skills
- Strong communication and presentation skills
- Strong organizational skills
- Customer focus, listening
- Business awareness – commercial, finance
- Self-initiative and results-driven
- Knowledge of SAP, Salesforce, and AFO
- Advanced MS Office skills (Outlook, Excel, PowerPoint)
Languages
Full proficiency in English is mandatory
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