Exclusive and retained by Contego Search
Role: Account Executive, Client Services - Premium
Reporting to: Senior Account Manager
Location: (VN)
ABOUT THE ROLE
The Account Executive will support our key clients on the promotions project. You will interact with customers via online channels to support customers with their orders/products enquiries. Your role will be in our client servicing team, where you will support projects for key clients. The ideal candidate has excellent verbal and written communication skills, is highly responsive, a strong team player, extremely organized, and works well multitasking and managing multiple activities simultaneously. This individual is a collaborator, problem solver, pays close attention to detail, and thrives in a fast-paced environment.
CORE RESPONSIBILITIES
- Lead correspondences with customers on multiple channels – email, live chat, etc.
- Monitor order status, shipping/delivery progress, and process exchanges.
- Handle complaints, promotion enquiries, product information enquiries, pricing enquiries, voucher use, etc.
- Facilitate root-cause investigation, providing status updates, follow-through on corrective actions on orders with issues, and any other customer queries.
- Ensure that both an appropriate and adequate investigation takes place in all cases. This includes the recording of all communications and details of actions taken between the various parties and all information taken into consideration.
- Must approach all matters in a non-biased and professional manner.
- Active in performing selling skills techniques to upsell or cross-sell virtually.
- Able to adapt quickly in a fast-paced environment. Passionate & quick in learning new tools to improve one's efficiency in managing daily tasks.
- Knowledge of Sales Order management, shipping, and invoicing to quickly relate to customers on their orders.
- Handling online exchanges as well as editing/canceling orders. Able to address customers product issues. Able to perform and arrange exchanges that may need to be executed offline.
- Ensures regular reconciliation of sales invoiced accounting exceptions, and gaps are closed promptly.
- Great time manager. Exhibit skills in prioritization of tasks, whether it be a routine or a very important ad hoc assignment.
- Problem solver and able to provide sound, well-weighted recommendations when necessary.
- Give status reports for each account/program and review weekly with the internal account management team.
REQUIREMENTS & SKILLS
- Diploma/Degree holder with 2-3 years experience managing client/customer support.
- Experience in a fast-paced and high-order-volume environment
- Excellent written and verbal skills
- Exceptional detail-oriented skills; proficient in Microsoft Office.
- Organized, with the ability to exercise independent judgment, problem solve, and prioritize
- Manage total end-to-end premiums products requirements, from brief to delivery.
- Brief through to quotes, proof approvals, quality standards, to successful delivery of all items.
- Maintain a day-to-day project planner working with internal and external stakeholders, ensuring all sign-offs and deadlines are met in accordance with the critical path timeline.
- Liaise daily with the internal procurement team, external creative agencies, and local and global suppliers, quality team, ensuring each product is developed to the brief.
- Ensure customer service is a priority. Identify and resolve all issues relating to customers within agreed SLA's.
- Ensure the team produces accurate customer quotations and ensures quality samples and artwork for proposals. Diligently follow-up all quotations distributed to generate orders.
- Prepare professional presentations for customers as required.
- Participate in proactive innovation to develop and maintain business relationships, improve product knowledge, and identify opportunities to increase sales.
- Submit all requested reports, including but not limited to customer weekly reports, forecasts, and profit Improvement plans, in a timely fashion.
CORE SKILLS & ATTRIBUTES
- 2-3 years of account management experience.
- Experience in supporting clients and procurement stakeholder teams.
- Good written and verbal communication skills.
- Good project management skills; proficient in Excel, Word, and PowerPoint.
- Problem-solving and the ability to identify and clearly present solutions.
- Proven track record in managing client premiums/POS/print product experience would be an advantage.
- To demonstrate commitment to maintain and deliver the highest level of customer Service.
- Must possess good relationship-building skills, communication, and closing skills.
- A Self-starter with strong Planning and organization abilities
- Good Communication and Presentation skills
