Position Purpose
The role of European Key Accounts (EKA) Administration Specialist & Business Liaison is to provide back-office support to the EKA central team and the wider EKA community for the management of our most strategic customers across CHEP Europe.
This role provides a high level of complex problem solving, proactive support, and some initiative coordination. The role involves collaboration, teamwork, stakeholder coordination and communication to provide an effective resolution in a timely manner and drive improvements in customer experience that are focused on insights, solutions, and creating / delivering value.
The role involves working closely with Business Development Managers (BDMs) and is focused on general administration (e.g. contract maintenance, invoicing or reporting queries), process improvement and business liaison activities for the EKA community.
Key Accountabilities
Act as a Business Partner for the EKA Customer Management teams and Central Support functions, working closely together to ensure our Master Data integrity and customer Account Health at European level (systems compliance with agreed Terms & Conditions, timely updates to account structures, payment terms, Purchase Orders (POs), etc.)
Leverage technical and system expertise to take preventive action to protect our revenue and cash and ensure that customer satisfaction is maximized
Provide reactive and proactive support and guidance to our pan-European customer contacts in any contract compliance- account maintenance-related, pricing, invoicing, or reporting queries; react positively to problems identified and undertake root cause analysis
Contribute to secure the integrity of our EDI invoicing services
Support on team's tasks including the documentation of internal processes, the maintenance of third-party customer invoice portals, contract storage, customer sites maintenance, delivery of standard customer Key Performance Indicator reports and ad hoc reports, etc.
Identify best practices and areas of potential improvement in terms of Risk and Compliance or operational efficiencies, apply standardisation, simplification, and automation where possible in the support we provide
Support the department's Process Improvement team in understanding our strategic customer needs, work cooperatively with the department and the customers, within the Customer Experience Programme framework, to support the design and implementation of best-in-class solutions, improving both customer experience and productivity in our area (project example : service offer in relation to third-party customer invoice portals)
Participate in customer retention initiatives as needed
Experience
Minimum 3-5 years' experience in a pan-European organisation
A minimum of 2 years experience in a customer support role
Strong analytical background
Experience in dealing with complex customer queries
Ability to work autonomously and as part of a team
Stakeholder Management
Project Management
Skills and Knowledge
Excellent technical / analytical skills
Strong communication and presentation skills
Strong organisational skills
Customer focus, listening
Business Awareness Commercial, Finance
Self-initiative and results driven
Knowledge of SAP, Salesforce, and AFO
Advanced MS Office skills (Outlook, Excel, Power Point)
Languages
Full proficiency in English is mandatory
Preferred Education
Degree and equivalent
Preferred Level of Work Experience
3 - 5 years
Remote Type
Hybrid Remote
#J-18808-Ljbffr