JOB PURPOSE
The Customer Account Executive is responsible for managing assigned customer accounts to ensure cost-effective and efficient operations. This role involves building strong customer relationships, understanding their needs, and developing strategies to deliver an exceptional order management experience.
KEY ACCOUNTABILITIES
The primary duties of the Customer Account Executive position are:
* Responsible for product knowledge and corresponding site standards and be able to make determinations of how to match the customer's requirements and business needs
* Maintain open and direct communication with customers to ensure a complete understanding of their needs and requirements
* Proactively identify issues that may inhibit customer satisfaction
* Process orders received from customers and sales team on a timely basis, using various technological applications
* Provide prompt communication to the customer regarding existing challenges meeting requested ship dates
* Track orders and initiate changes per customer or sales requests to ensure on-time delivery
* Analyse inventory levels and ensure customers move finished goods and raw materials in line with agreed schedules/forecasts to prevent stock‑outs and ageing stock.
* Act as a liaison between customers, Production Planning/Team and logistics
* Proactively manage exceptions and be able to use discretion and influence to mitigate costs
* Provide market intelligence to the business by visiting customers to develop relationships and become educated on the needs of their business
* Work both independently and with the business unit team to manage customer needs
* Participate in a collaborative, team planning process; measuring and developing actionable improvement plans for key performance metrics
* Provide short-term plan adjustments as necessary in response to unexpected events
* Develop and maintain a relationship with customers to ensure product availability and zero stock-outs of critical SKU's
* Utilise data from various sources for optimal decision making
* Contribute to continuous improvement within the team
* On-Time Shipment (OTIF), Customer Satisfaction, Track and reconcile weekly/monthly metrics versus established targets.
DESIRABLE QUALIFICATIONS, KNOWLEDGE AND SKILLS
* 3rd Level qualification – preferably in one of the following disciplines: business, supply chain, or marketing.
* Experience in customer service, account relationship and order management
* Strong problem solving and verbal skills with the ability to communicate with all levels.
* High-level proficiency in MS Excel, Word, PowerPoint.
* Ability to work with cross-functional team partners to resolve issues to maintain customer satisfaction
* Work proactively to complete all tasks timely, accurately, and completely
* Experience to anticipate customer requirements and integrate requirements into supply chain practices with a strong customer focus
* Self-motivated and eager to take on new challenges