Careers
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| JOB TITLE | Italian Internal Account Manager |
| Department: | Customer Services |
| Office: | Ireland HQ - Dublin |
| JOB PURPOSE | · To provide service excellence to our Channel Partners in a timely and professional manner and support the Sales Teams in the achievement of business plan.
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REPORTING TO |
Channel Sales Support Manager |
STAGE IN CREATIVE CAREER MAP | |
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· You will take ownership of a number of Channel Partner Account(s), for the provision of accurate and timely support relating to:
- Overseeing order flow and shipping management.
- Raising and processing Credit Notes> Operational Issues and Price Protections
- Channel Inventory awareness & reaction - Channel Check and Disty Tool, PBU channel management
- Channel Partner Complaints
- Sales Reporting (as required)
· Provide product and price information to Sales (via online system) and to customers
· Improve Customer Satisfaction and Loyalty through customer visits as agreed with the Sales Managers
· SOX/ Internal Audit Compliance
· Proactive and reactive management to Channel Partner processes in particular,
· RMA (Credit and Repair > Retail & Distribution Accounts)
· Customer Complaint resolution
· Ownership of Customer query management / Claim reports
· Professional cross-functional liaison to support the Order Management & Credit processes.
· Conduct weekly/fortnightly conference calls with respective members of the Sales team and/ or customers
· Review all contract and agreements relating to customers in the appointed regions and work to ensure adherence to any terms and conditions.
· Responsibility for ensuring a consistently high level of quality Customer Service throughout the organisation, to both internal and external customers.
Additional Responsibilities that may be included for specific regions
· Raise all incremental rebates (channel marketing) relating to activities on database
· Gathering evidence via central ticket box for all incremental rebates
· Local weekly / monthly / quarterly sales reporting
· Communication of new or updated products to customers.
· Set-up forms for Retailers
· Assistance with price protection (PP) process directly with customers for timely completion of PP claim forms
· Administration support / preparation for sales meetings with Customers
· Ad-hoc administration support
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· Results Orientation: Maintains focus on those activities that have greatest impact on meeting work commitments.
· Taking personal responsibility: Owns customer issues through to resolution through own efforts or with assistance from colleagues.
· Honesty and Integrity: Demonstrates the highest level of business ethics and consistently adheres to and promotes key values and principles in all business transactions.
· Energetically supports Creative’s Vision and Strategy: Demonstrates initiative and personal accountability to meet work demands according to highest standards. Shows a ‘can do’ attitude with respect to the challenges and opportunities involved in the role.
· Teamwork: Demonstrates flexibility in all areas of the role, supports team members and colleagues and provides all necessary cover to maintain support levels expected of the team.
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SKILLS / KNOWLEDGE / EXPERIENCE
· 2 years experience in an Order Management / Customer Care/ Credit or Finance Team.
· Fluent Italian with German Or French
· A high degree of computer literacy and problem solving skills are essential, knowledge of standard Microsoft / Lotus applications, Oracle 11i, SAP or similar ERP system is a requirement for the role.
· Effective time management skills with an ability to work on own initiative.
· Excellent communications skills both written and verbal with good telephone skills.
· Good interpersonal skills with an ability to interact with people at all levels.
· Team player and individual contributor.
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Note: As with all positions, due to the dynamic nature of Creative’s business, key responsibilities will evolve and change over time.
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