Account Management Team Lead

Richardson International

95d

About The Position

As a result of growth in our U.S. operations, our U.S. Country Office in St. Louis, Missouri provides leadership and support to our operating facilities and employees across the country. Richardson International provides an excellent compensation package consisting of a competitive salary, flexible benefits including medical, dental, vision, 401(k), paid time off, paid holidays, and training and career development opportunities.

Requirements

• Degree in Business with a minimum of 3 years’ experience in a related field, or 3-5 years of relevant work experience
• Experience in managing and/or performing the order to cash process in a consumer packaged goods (CPG) organization or retail-type environment that deals with large volumes of customer orders and deductions is an asset
• Experience in managing and/or performing customer-centric service for in a business to business environment, for large scale customers
• Experience operating in a larger scale business environment that uses structured systems, processes and tools in delivering and measuring business functions
• Experience in building, leading and mentoring staff in a fast paced environment

Nice To Haves

• The ability to rapidly learn new and complex business details
• Highly proficient in Excel and experience working in an ERP system environment
• Strong customer service orientation, and the ability to work with will external and internal customers across the organization
• Strong interpersonal, team building, communication, organizational and motivational skills
• Experience working through organizational change
• Highly organized, able to plan and structure their own work and the work of others
• Self-motivating, adaptable, able to prioritize and to manage a dynamic work load

Responsibilities

• Leading, motivating and providing coaching & developing the customer service/account coordinators and direct the correct execution of the Order-To-Cash process
• Serving as an escalation point to resolve issues, coach direct reports in root cause analysis, and ensure processes and customer profiles are well-documented
• Preparing and analyzing data, drawing conclusions and deciding on implementation of solutions for improving customer service team and processes to achieve quality and efficiency
• Managing returns, damage claims and complaints; communicate cause and resolution to affected/responsible business partners, assign action items to appropriate personnel and ensure approval is obtained
• Assisting in the set up and monitoring of EDI transactions and work collaboratively with the IT department to troubleshoot any issues
• Developing and monitoring processes within the order to cash cycle to increase efficiencies
• Development, implementing and monitoring of reporting & KPIs to help identify process gaps or to proactively identify and work with the customer service & account management team to resolve order issues early in the process
• Reviewing open orders and proactively working with sales, operations and demand planning to optimize customer order fulfillment, with a focus on Tier 1 Customers
• Promote a workplace free of discrimination and harassment. Seek and consider designated group members when hiring to ensure we are working towards closing representation gaps in the workplace

Benefits

• Competitive salary
• Flexible benefits including medical, dental, vision
• 401(k)
• Paid time off
• Paid holidays
• Training and career development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees