Job Opportunities

JOB TITLE: ACCOUNT EXECUTIVE

WORKING HOURS: MONDAY TO FRIDAY 37.5HRS PER WEEK

CONTRACT TYPE: PERMANENT

SUMMARY:

This is an exciting role for someone who enjoys engaging with customers, delivering excellent customer service, passionate about achieving sales. You will act as the key liaison between customers and internal teams, ensuring seamless delivery and outstanding customer experience.

To succeed in this role, you will require a minimum of 5 years’ experience in a manufacturing customer sales / commercial management, with preferably experience in the medical industry, although other sectors with specialist manufacturing environments will also be considered. You will not come from a large corporate business but instead from a small to medium size company where you are well versed into being involved in many projects, collaborating with other teams, being hands on in making it all happen to deliver what our customers need. We need someone who learns quickly, as the role requires technical knowledge on our products and the regulatory landscape. This is a role where you are required to be the orchestrator between several departments and where you will be the one pushing much of the action. The role requires working closely with our Head of Business Development and our Operations Team.

KEY TASKS AND RESPONSIBILITIES:

The focus of the role is to manage customer accounts and deliver excellent customer service:

• Respond in a timely manner to all customer communications.
• Provide order confirmations and delivery confirmations to the customers.
• Update orders management systems with order details.
• Chase customers for forecasts, assisting the Line Manager with forecast queries
• Respond to customer enquiries on invoices, order updates, quality documentation and other administrative queries
• Liaise with customers proactively on order management process, advising of any changes
• Raise customer invoices and credit notes
• Liaise with Operations department on stock allocation
• Liaise with QC to ensure all testing is completed
• Liaise with Logistics for timely order dispatch
• Send customer surveys.
• Monitor Commercial inbox and allocate emails to Business Development when required
• Provide data for KPI’s monthly
• Send samples as and when requiredJob Opportunities
• Provide assistance and holiday cover to Commercial Assistant when necessary
• Ensure that orders are delivered on time and in full to customers, by working closely with production, quality control, regulatory affairs and the warehousing department.
• Deliver on key performance indicators per agreed objectives and plan, such as OTIF and customer feedback.
• Ensure that monthly reports are completed on time, in full and accurately.
• Support the customer complaints process within SFM ensuring that customer complaints are investigated, and corrective actions are implemented in a timely manner.
• Provide support to the Business Development Team in relation to onboarding new accounts
• Ensuring sample stores stock levels are maintained.
• Assist the Customer Experience and Quality Director with reporting requirements
• Support the forecast process for sales at SFM.
• Any other duties required by the Company.

KEY SKILLS/ABILITIES:

• At least 5 years’ experience in a similar role.
• The ability to learn quickly.
• Enthusiasm, and willingness to go the extra mile to ensure customers are satisfied and sales targets are met.
• Passionate about results and success.
• Previous manufacturing experience, preferably in a medical device organisation.
• Ability to focus on complex administration duties with a high level of attention to detail
• Ability to develop and uphold good working relationship and influence people both internally and externally to achieve assigned objectives.
• Able to work with minimum supervision and as part of a team.
• Excellent communication skills written and verbal, flexible attitude and capable of working to tight deadlines under pressure.
• Ideally awareness of medical device regulations, The Medical Device Directive, ISO13485, FDA QSR 21 CFR 820 etc.

Qualified and interested candidates should send a copy of their CV and covering letter detailing their suitability for the role to recruitment@sfm-limited.com