Sr Specialist GBS Acct & Sales Ops (Italian Speaker)Purpose & Overall Relevance for the OrganizationAccount Operations is responsible to support the business to achieve sales and market strategy objectives.
Ensure a reliable, adequate, and competitive customer service level for all assigned customers of the channel.Key Responsibilities- Independently providing Account operations support to all assigned customers in specific market.
- Support customer communication through all relevant channels (email, tickets, phone), providing information on orders and products, and preparing various order-related analyses upon request from customers or Sales.
- Collaborate closely with internal and external departments (e.G. Sales, AS&O Team, Finance, Order Fulfilment) when dealing with the following topics:- Returns, complaints, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, etc.- Monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales.
- Perform order book management by recording and managing all types of orders; managing deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control; monitoring electronic receipts for errors and correcting these errors using the tools provided.
- Extensively tracking carrier deliveries and parcel deliveries and initiating escalation in the event of delays and irregularities.
- Standing in for and supporting colleagues working in other groups within Accounts & Sales Operations.
- Support direct management with analysis, problem-solving preparation, and process improvements, including controls review and implementation.
Additionally, provide coverage during vacations, business trips, or absences.Key Relationships- Customers- Logistics- Global Operations (Purchasing, Planning, Warehouses, Customer Fulfillment, Inbound and Outbound)- Credit & Collections- Market Finance- External providersKnowledge, Skills, and Abilities- Strong Customer Service focus and excellent communication skills.
- Advanced working knowledge of MS Office, SAP/CRM and Business Objects.
- Fluency in Italian (written and spoken)- Advanced knowledge in English (written and spoken)- Strong Understanding of costs and of sales generation.
- Process-oriented mindset and in-depth understanding of complex correlations.
- Proactive, Autonomous, and independent working style.
- A high level of problem-solving ability.
- Ability to contribute to a team environment where performance is measured.
- Experience in working under pressure to meet deadlines and conflicting priorities.Requisite Education and Experience/Minimum Qualifications- University degree in Commerce/Business Administration/Finance/Controlling or similar- 3+ years' experience in providing customer support in the field of customer service, sales or logistics.
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