Account Coordinator
Graphic Packaging International - Europe
Gateshead, England, United Kingdom
At Graphic Packaging International, we produce the paper cup that held your coffee this morning, the basket that transported those bottles of craft beer you enjoyed last weekend, and the microwave tray that heated your gourmet meal last night. We re one of the largest manufacturers of paperboard and paper-based packaging for some of the world s most recognized brands of food, beverage, foodservice, household, personal care and pet products. With over 25,000 employees working in more than 130 locations worldwide, we strive to be environmentally responsible in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry s best to reward the talented people who make our company successful. If this sounds like something you would like to be a part of, we d love to hear from you. JOB PURPOSE The Customer Service Co-ordinator will deliver a first class service to our customers through excellent management of a portfolio of accounts allocated. Having close interaction with planning/production/operations to ensure the business provides a high level of customer service at all times. They will be responsible for the efficient, effective continuous improvement on your portfolio of accounts. Delivering a high quality customer experience to each and every customer in line with the business objectives and the department s overall targets and goals. SPECIFIC RESPONSIBILITIES Manage a full portfolio of account as allocated Ensure that procedures within the department are followed To ensure and maintain the departments targets and KPI s are achieved through management of allocated accounts Provide information in a concise and timely manner, to both customers and members of the company Work closely with the external Key Account managers to meet customer needs and expectations Accountable for Launch management on their portfolio of accounts Support the ethos of team working within the whole department Ensure regular and effective communication within and from all areas to achieve common business aims Liaise with customers as and when required with off site visits to be expected Be proactive in developing solutions to departmental issues, when required Identify issues and recommend adjustments or resolutions in order to rectify any issues Grow product knowledge both through regular product training and from working alongside internal departments Ensuring aged stocks, pre-aged stocks, overdue reserves, unreleased report, WIP status, extras tracker & Pack works tasks are continually being monitored on their accounts to meet company KPI s Ensure attention to detail is paramount and ability to accurately transfer data/pricing from point of order to invoicing When on annual leave, conduct a full handover with their team Perform any other duties as directed by the Office Manager GENERAL RESPONSIBILITIES MANAGEMENT Pod specific SUPERVISORY Pod specific BUDGETARY None HEALTH & SAFETY General CUSTOMERS Internal/External 3RD PARTIES N/a SKILLS/QUALS Excellent customer facing skills First class telephone manner and communication skills both written and verbal. Highly organised An expert communicator at all levels, with proven ability to influence improvement within other functions/departments of the organisation Ability to work under pressure to deliver a high standard of service Self-Motivated and the ability to motivate others Process relevant information quickly and easily Attention to detail Excellent organisational and time management skills, with the ability to prioritise Personal integrity Able to work in a fast paced environment FMCG preferred Strong commercial awareness and business acumen Computer literate, able to operate Microsoft Word, Excel and Outlook/Email Organizing, Planning, and Prioritising Workload to achieve targeted KPI s Ability to identify opportunities for process improvements Reviewing procedures ensuring they are fit for purpose and improve where required INTERPERSONAL SKILLS Highly responsible, reliable and flexible with a strong work ethic Ability to work in a highly pressurised environment Able to effectively prioritise and adapt to a varied and changeable workload Punctual, presentable and with good attendance Reliable Sense of urgency Energy and drive Analytical thinking Results focussed Positive attitude and commitment Ability to establish and maintain effective working relationships Ability to influence others and generate new ideas Effective problem-solving and decision making Forward thinking, innovative and able to see the bigger picture