Account Specialist

Job Purpose

• The purpose of this role is to ensure that all the service, performance (SLA) and costing data (volume & value trends) are analyzed and collated for the customer; and have insight into customer requirements and identify opportunities to create joint efficiencies to manage customer profitability.

Key Responsibilities

Relationship Management

• Interact with relevant customer (Principal) departments to resolve and manage day to day operational queries.
• Manage interactions between customers and Vector at the appropriate level with key Vector departments including Operations, Supply Chain, Finance and Administration (especially Commercial).

Key Account Data Analysis and Performance Reporting Management

• Manage and report on service levels including analyzing and tabling issues as well as recommended actions or solutions.
• Manage overstocking and compile the necessary reports.
• Build understanding of sales and rate trends by category/product and by customer type.
• Monitor and collate sales performance by customer.
• Manage product and product category take-Ons and exits; working with VSS; obtain formal sign off.
• Ensure frequent interaction with VSS and Supply Chain to ensure that information is shared, and cross functional understanding is maintained with regard to the expectations of the principal.
• Obtain data and statistics from Supply Chain on SKU’s and analyze performance trends on SKU’s.
• Monitor new products in conjunction with planning to ensure that no ‘out of stocks’ occur.
• Manage and monitor risky expiry stocks in conjunction with planning.
• Analyse ‘bottom’ slow moving SKU’s and action in conjunction with Planning and Principal.
• Manage customer and channel take-ons and exits and analyse customer trends (monitor the ‘tail’).
• Manage the calendar of business reviews and update the template before every meeting with the sales of the next month, including the analysis of service levels which must be obtained from the demand forecasters.
• Undertake competitive market research on a regular basis.
• Provide input on Principal/Vector related projects at the tactical level (e.g. turnaround time on vehicles between depots, improving inbound services).

Customer insight and profitability management

• Identify areas for efficiency creation and joint projects to improve customer and Vector profitability.
• Communicate requests from the principal to relevant Vector stakeholders.
• Provide research and data analysis for all proposed projects.
• Work with the Commercial Department to establish relevant insights on viability.

Reporting

• Compile review packs for the Customer Manager and provide insights regarding the monthly ‘numbers.
• Print and compile reports as requested by Principals and research any ad hoc requests; providing appropriate answers and insights.
• Report on compliance of both Vector and Principals on variables as set out in the various service level agreements.
• Provide reports on non-compliance of both Vector and Principals to relevant Vector Stakeholders.

Project Management

• Leading, coordinating and monitoring key deliverables of the project.
• Strong collaboration and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple projects simultaneously in a fast-paced environment.

Team Coordination and Self-Management

• Take ownership and accountability for tasks and activities and demonstrate effective self-management in terms of planning, prioritizing and self-development.
• Follow through to ensure that quality and productivity standards of work are consistently and accurately maintained.
• Inform relevant parties in the event of tasks or deadlines not met, the potential risks thereof and provide appropriate resolution.
• Support and drive the business core values.
• Manage colleagues and clients’ expectations and communicate appropriately.
• Demonstrate willingness to help others and “go the extra mile” to meet team targets and objectives.
• Champion training and development of self and others through utilizing available training opportunities or contributing to the development of new training solutions relating to product costing in collaboration with national training specialists.
• Participate in and drive regular performance appraisals and ensure that own targets and goals are clear and achievable.
• Maintain a basic appreciation and awareness of employee relations climate and ensure corrective action is taken where required in line with relevant legislation and company policy.

Key Relationships

Internal

• Sales teams
• Broader customer team
• Senior Managers within Finance and VSS
• Commercial Manager
• Operational Team
• Planning and Supply chain team
• Call centre

External

• Customers
• Principals
• Suppliers

Qualifications, Skills and Experience Required for the Job

Qualifications and Experience

• B.com Logistics or related (Undergraduate degree is the minimum requirement)
• 2-3 years’ experience in supply chain, customer experience and Commercial
• Valid Code EB drivers' license
• Customer relations experience
• Sales and logistics execution processes with emphasis on 3PL concepts
• Vector business partners, processes, and people
• An understanding of multiple key performance indicators, inter-relationship and bottom-line sensitivity

Skills and Competencies

• Excellent Verbal and written communication
• Computer literacy (SAP MM and BW and MS Office and especially proficiency in Excel)
• Interpersonal Tolerant of stress and pressure
• Solution-oriented with a proactive approach
• Deadline driven with a high level of Attention to detail
• Able to interact at all levels of the organization