Key Account Support/Customer Service

Role Title: Key Account Support (Customer Service)

Salary: €35,000 to €40,000

Location: Dublin

Essential Criteria

• Fluent in English and Polish
• Minimum 6 months of experience in a customer-focused administrative role.
• Degree-level education or equivalent qualification in a related field.

Proven experience in independently managing customer accounts, with a detail-oriented and organized approach, strong problem-solving skills, proficiency in computer, numerical, and project management, a professional telephone manner, and a positive attitude coupled with a strong work ethic.

Key Responsibilities

Sales Order Processing

• Process sales orders, including export documentation and pricing administration.
• Manage logistics providers and negotiate new routes as necessary.
• Handle rebates and credit notes, including for all relevant territories.
• Coordinate cross-functional approaches to key account management.
• Prioritize and schedule orders, considering supply chain capacities and territories.

Customer Relationship Management

• Maintain proactive communication with key customers to foster business relationships.
• Anticipate customer needs and provide detailed support.
• Participate in key customer visits alongside the commercial team.
• Collect and maintain comprehensive customer data for informed decision-making.

Customer Service/Commercial Team Support

• Serve as the point of contact for customer and sales team queries, issues, and complaints.
• Act as an internal champion for customer accounts, resolving issues promptly in coordination with internal teams.
• Keep customers informed of order delivery status and any changes.
• Develop product knowledge to enhance customer support.

Performance Monitoring/Quality Systems

• Define and review reports to manage daily activities.
• Use quality systems to document procedures, record non-conformances, and identify improvement opportunities.
• Plan and review training in line with performance goals.
• Assist with reception duties and phone coverage as needed.
• Verify pricing and billing accuracy for transport services.
• Perform other duties as required to meet business and customer needs.