Specialist GBS Acct & Sales Ops (French Speaker)

Purpose & Overall Relevance for the Organization

Account 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

• Provide 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.
• Track carrier deliveries and parcel deliveries
• Work in close cooperation with colleagues from other groups within Accounts & Sales Operations
• 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.

Key Relationships

• Customers
• Sales Management Team
• Logistics
• Global Operations (Purchasing, Planning, Warehouses, Customer Fulfillment, Inbound and Outbound)
• Credit & Collections
• Market Finance
• External providers 

Knowledge, Skills, and Abilities

• Strong Customer Service focus and excellent communication skills.
• Working knowledge of MS Office, SAP/CRM and Business Objects.
• Advanced English and French knowledge (written and spoken). 
• 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

• Successful completion of mandatory education level or vocational studies. Bachelor’s degree is a plus.
• 2+ years’ experience in providing customer support in the field of customer service, sales or logistics.