Account Service Manager

Job Description:
-Customer satisfaction
-Adherence to Customer contract and commercial terms
-Accurate and timely reporting
-Development of a positive relationship with the Customer
-Effective relationship with regional teams and suppliers
-Ownership of the 1st line customer relationship and the management of all contact relating to their daily card issue
-Co-ordination of customer facing operational and service review calls/meetings at varying levels
-Ownership and adherence to Service Level Agreements (SLA’s) and contract terms.
-Ownership and accurate delivery of all reporting (as detailed below) to customer and internal management
-Ownership of the relevant internal and Supplier relationships and the management of all contact relating to their daily activity to deliver to OT and customer. Intercompany liaison on behalf of the customer and local team
-Manage order expectations, customer status and maintenance of customer work in progress (WIP) daily
-Daily communication to customer, suppliers and OT departments on matters of requests, order progress and problem management.
-Scope, execute and invoice all customer requirements, adhoc and projects related to manufacture and personalisation.
-Ownership of the customer billing cycle. Includes preparation of invoicing and allocation of sales to product/service lines.
-Review and reconcile PO's to Suppliers buying relationships associated with above sales activity.
-Communication, implementation and training of process and procedures to ensure adherence within the CS team at all times.
-Understand the cost structure of services and OT mandate of delivering profitable services in any project undertaken
-Oversee artwork design and development through to card manufacture
-Validate, review and respond to customer complaints
-Troubleshoot requests, issues and escalate as required
-Prepare and review all financial documentation prepared by CS Team
-Manage, train and develop direct reports to support above
-General administration and housekeeping associated with managing a key account

-Reporting:
Monthly Sales report
Monthly Invoice issue log
Monthly Asia Pac Status report
Monthly SLA reports - site specific
Monthly Customer presentation (capturing all contract deliverables)
Monthly Forecasts
Annual review
Daily/weekly/monthly meeting minutes
Adhoc reports specific to customer activity


Requirements:
-Academic Requirements
-Holds a degree or certificate in business
-Previous experience in card industry preferred. Packaging/Printing or logistics also a good fit
-Minimum 6 years experience in related Customer Service or Account Management role
-Competent in managing, organising, controlling and completing assigned daily/weekly tasks to given deadlines
-Excellent customer service skills, communication (written and oral) and presentation skills
-Sound knowledge of basic accounting procedures and proven experience in managing Customer’s billing cycle.
-Fluent in English both written and oral
-Highly organized, detailed and motivated
-Can work well under pressure and challenging circumstances
-Commercially astute, technology savvy
-Possess solid analytical skills and be competent in generating and analysing reports.
-Strong ability to work autonomously, multitask and remain results orientated
-Possess strong interpersonal skills and retain a capability to develop relationships with ease
-Demonstrable skills in working with different people and sectors across the organisation and customer
-Computer literate – must have solid knowledge of Microsoft Office applications (includes excel, powerpoint)
-Knowledge of MYOB beneficial though not essential (this is the current ordering and billing tool)

Please submit resume to:
i.apply@oberthur.com