Job Summary
We have a great opportunity to join our UK Aylesbury office as a Customer Service Executive managing one of our key customers. You'll pay a key role in ensuring ACCO consistently meets and exceeds customer demands and expectations for service and overall satisfaction. Through effective order handling and query management, this role supports collaboration with sales and demand planning teams, leveraging data to drive process improvements, and managing debt.
Responsibilities
Operational Performance:
• Review & Dispute Chargebacks: Conduct weekly reviews and disputes of chargebacks to minimize financial impact. Investigate and determine root causes, identify solutions, and collaborate with relevant departments to establish resolutions and prevent future chargebacks. Attend monthly chargeback review meetings.
• Payments: Manage the Finance ledger monthly for aged debt control in cooperation with Accounts Receivable (AR). Handle daily shortage disputes and price queries to recuperate funds owed. Proactively analyse report data to identify areas for improvement, implement preventative actions, and re-engineer processes to reduce debt.
Order Management:
• Process Customer Orders: Assist with processing customer orders and related activities, ensuring all order queries are processed accurately, timely, and in line with deadlines. Manage purchase order cancellations to minimize chargebacks and maintain a high order acceptance level (greater than 90%). Provide cover for purchase orders during team member absences to ensure continuous revenue flow.
• Review Customer Demand: Monitor daily customer demand, including lost sales, and maintain clear communication with the Demand Planning team. Work with Supply Chain/Demand Planning to understand inbound timeframes and secure revenue opportunities.
• Improve Sales Order Process: Continuously enhance the sales order process from order receipt to warehouse fulfilment and invoicing. Seek automation and optimization opportunities using Amazon tools in alignment with ACCO system platforms.
Catalogue Management:
• Edit Catalogue Data: Update catalogue information on an ad-hoc basis to prevent order issues. Perform weekly updates to Theia to improve order acceptance rates.
Product Certificates:
• Upload Safety Data Sheets: Ensure product compliance by uploading safety data sheets as needed. Upload product certifications as available to minimize financial impact.
Teamwork:
• Collaborate with Sales Team: Work closely with the ACCO Sales team to manage accounts and build strong customer relationships.
• Maintain Internal Links: Develop and maintain effective communication with other internal departments to ensure process alignment.
• Provide Team Support: Cover for team members during absences and contribute to achieving department goals and targets.
Compliance:
• Ensure adherence to all company standards and regulations regarding health, safety, and the environment, including compliance with Sarbanes-Oxley (SOX) policies. Maintain high standards of dress, punctuality, and attendance.
Additional Responsibilities:
• Perform any additional tasks as requested by line management.
Qualifications
Knowledge & Experience:
• Amazon Experience: Proficient in using Amazon Vendor Central and Seller Central.
• Analytical & Problem-Solving Skills: Strong ability to analyse data and solve problems, with excellent interpersonal skills for interacting with customers and colleagues.
• Cross-Functional Collaboration: Experienced in working effectively within a cross-functional team environment.
Skills:
• Innovative Problem Solver: Proactively seeks solutions and drives results.
• Data Analysis: Capable of analysing and summarizing complex data effectively.
• Prioritization & Organization: Excels in prioritizing tasks, communicating clearly, organizing efficiently, and planning ahead.
• Adaptability: Flexible and responsive to change.
• Microsoft 365 Proficiency: Highly skilled in Microsoft 365 tools, with advanced expertise in Excel.
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