Account Support
Account Support
As Account Support within FrieslandCampina Professional Industry you are really the linking pin between Sales, Customer Care, Quality, Demand Planning and the Customer. The Account Support has a coordinating role ensuring realization of both channel and department’s objectives. By excellent contract monitoring (data quality and follow up on order to cash) both business performance targets and customer service levels are met.
In addition, the Account Support provides business information that enhances planning activities and supports decision making for Sales. Next to sales execution we expect the Account Support to demonstrate pro-active problem-solving skills and active participation in improvement projects and/or system optimization (sales related topics and activities in SAP/Salesforce). Next to this, he/she is responsible for collecting customer demand and managing complaints in close cooperation with the Customer, Sales and CSC. Overall, the Account Support secures optimal service to the customer in a balanced way and in best interest of RFC.
What we ask
To be successful in this role you need the following:
- You are customer focused and are able to act with speed and decisiveness to achieve the best results.
- You take responsibility for your work and are continuously looking for new opportunities to make a change.
- You work data driven and are pro-active in signaling trends and potential issues.
- You can manage a complex set of relations, in- and externally.
- You are able to keep an overview in a dynamic and changing environment.
- You enjoy working closely with the customer and create value for the customer and RFC
- At least 2 years of experience in customer services and in an international B2B environment (English is obligated)
- Bachelor/Master level.
- Living in the Netherlands.
What we offer
- Unique company culture of Dutch heritage and international presence
- We offer great work life balance, and competitive salary & benefits package so you can enjoy it
- Workweek of 38 hours, competitive pension scheme, holiday allowance of 8%, end year allowance of 4%, bonus scheme, flexible working hours and the ability to work from home.
- A friendly and informal working environment, yet professional team members as sparring partners
- Autonomy and trust to create longer term impact that helps bring better nutrition to the world
Vacancy description
On a daily base you will be working on:
- Customer contact; acts as a linking pin between the customer and internal organization; is up to date with customer insights, new customer demands, market information etc.
- Customer reporting; Keep SalesForce up to date and use this platform to store all customer insights and/or visit reports/phone calls
- Forecasting; Secures customer demand to feed the Forecast process and knows how to proceed in case of constraints.
- Masterdata; Ensure SAP/SalesForce customer master data is up to date (via SAP/DSP)
- Complaints; Be the first point of contact for complaints, secure smooth and timely complaint handling and escalate if necessary (for example contract at stake, micro issues, good name RFC at stake etc).
- Contract management; Manages all open contracts and secures all terms are followed as agreed (appropriate Incoterm, volume, time, type etc), monitors overdue management and acts as first escalation person to the customer, report customer performance to relevant stakeholders
- Data & analytics: Provides Sales/Key Account manager with relevant customer information, business analyses and market intelligence to optimize the relationship with the customer and improve delivery performance.
- Continuous improvement: Embraces a learning culture where potential process improvements are initiated and implemented.
Team Details
See all colleagues on LinkedInFor thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.
We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.
The Account Support is part of the FCP Commercial Operations organization and is tasked with enabling the sales execution by providing support to the Account Managers and ensuring optimal service level for our customers. The role sits in the Industry organization which covers a wide range of customers in Europe, Middle East and Africa.