Assistant Key Account Manager (Administrative) - Washington, Tyne & Wear
OpSec Security — the world leader in brand protection and an integral part of Crane NXT, a $1.5 billion dollar business with over 4,750 associates worldwide —safeguards the revenues and reputations of more than half of the Fortune 100. We effectively address Brand, Piracy, and Fraud risks that brands face due to to the web's anonymity, global reach, and shifting consumption patterns for digital content, physical goods, and services.
Position Summary & Objective
The Assistant Key Account Manager supports the delivery of professional, effective and efficient customer support services for customer accounts. Under the direction of the Manager, Customer Care, they will work with Customer Accounts directly or to support a more senior Key Account Manager in delivering some of the lower level tasks such as reporting or order processing. They may be assigned smaller or lower value/risk accounts to manage from an order processing perspective.
To support the Single Customer Journey initiative the Assistant Key Account Manager will be responsible for managing the following processes and tools:
- Pre-Sales Opportunities Tracker
- Standard Samples Tracker
- Special Samples Tracker
- Wet Chemistry Approval Tracker
To further support the team the Assistant Key Account Manager will be responsible for running and updating a number of management reports including:
- On Time in full regional and global reports
- Customer Satisfaction regional and global reports
- Pre-Sales Opportunities reports
- Customer Care KPI and SLA reports
- Work as an integral member of the customer care team to ensure a high level of customer service throughout the entire order and supply process
- Liaise regularly via telephone and e-mail with customers throughout the order process while, working closely with the relevant Key Account Managers
- Processes and expedites orders via the ERP system, including liaising with other OpSec facilities and teams if required.
- Create proforma invoices and manage sales orders until payment is received
- Keep customers informed at all times regarding order status and shipping dates
- Organize product samples and information required by the customer, and deliver in a professional, efficient manner
- Assist Key Account Managers with managing workload spikes, including office administration and filing
- Work with the Customer Care Manager and Key Account Managers to achieve continual improvement in the day-to-day running of the department
- Assist with onboarding of new programs and general maintenance of our online ordering and track & trace platforms
- Provides customer facing digital support (Tier 1) on existing digital programs
- Manages specific projects as allocated by Customer Service Manager e.g. updating of SOP’s, support processes, etc
Experience:
- 1 - 2 years’ customer service experience, ideally in a manufacturing environment
Opsec Security is part of Crane NXT
Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.
We value diversity at our company. Everyone who applies with the qualifications will receive consideration for employment without regard to: age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by law.
We receive a high number of applications, so apologies if we are unable to provide specific feedback. If we feel you are a fit for the role, we’ll be in contact.
