Operational Account Leader

Компания "Amcor Tobacco Packaging Kazakhstan"

Position overview

The job holder directs the activities of Customer Service Account Team on plant level, drives the customer standards to the plant account team in close cooperation with Operational Account Manager, ensures an efficient and qualitative customer service in order to contribute to meeting customer expectations, meet / exceed customer satisfaction levels, improve response time on customer needs and minimize number of escalations. Demand management, account process adherence and team development on plant level is a key focus for Operational Account Leader.

Resposibilities:

Forecast validation, account demand management at plant level, demand analysis and sales forecasting.

Prioritization, escalations and troubleshooting based on Customer's requests. Business review with customer on operational agenda & quality.

Reporting at plant account level based on Customer's request.

Improvement of Customer satisfaction on plant level (DIFOT, response time, escalation management, etc.) Implementation of SLAs and working standards, follow-up on prices, receivables, obsolescence, inventory levels, elimination of leakages due to Customer reasons.

Traceability of NPIs, monitoring of raw materials and tooling delays, follow-up on the results of tests and color matchings, communication to Customer in case of any discrepapncies or delays of goods shipment Claim management, fulfilment of customer requrements in material availability due to quality issues (sorting, re-print, etc.)

Payment performance - interaction with Cash Collection / Customer accounting dept and CS account team to minimise number of overdue invoices.

Process improvement and automation – contribution to digitalization / automatization projects, testing / implementation of developed solutions at plant level with support of account team.

Onboarding and development of CS specialists. Development of required manuals and procedures for account team.

PROFESSIONAL SKILLS:

English - upper- intermediate

Excel (simple formulas, vlookup, pivot tables)

Power Point Product and process acumen

• 5/2 working day
• Competitive salary, bonus, shuttle bus, mobile

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