SENIOR specialist GBS account operations (P1) 

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: 

• Independently providing 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. 

• Extensively tracking carrier deliveries and parcel deliveries and initiating escalation in the event of delays and irregularities. 

• 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. Additionally, provide coverage during vacations, business trips, or absences. 

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. 

• Advanced working knowledge of MS Office, SAP/CRM and Salesforce. 

• Ability to fluently read, write and communicate in English, Portuguese and Spanish in a business setting. 

• Strong Understanding of costs and of net 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. (HR: University degree in Commerce/Business Administration/Finance/Controlling or similar) 

• 3+ years’ experience in providing customer support in the field of customer service, sales or logistics. (HR: 5+ years’ experience in providing customer support in the field of customer service, sales or logistics