Friesland Campina - Account Support - FrieslandCampina Nederland B.V.

Main purpose

As Account Support you are really the linking pin between Sales, Customer Care, Quality, Demand Planning and the Customer. The Account Support has a coordinating role ensuring realization of both channel and department’s objectives. 

By excellent contract monitoring (data quality and follow up on order to cash) both business performance targets and customer service levels are met. In addition, the Account Support provides business information that enhances planning activities and supports decision making for Sales. 

Next to sales execution, we expect the Account Support to demonstrate pro-active problem-solving skills and active participation in improvement projects and/or system optimization (sales related topics and activities in SAP/Salesforce). 

In addition, he/she is responsible for collecting customer demand and managing complaints in close cooperation with Customer, Sales, and CSC. Overall, the Account Support secures optimal service to the customer in a balanced way and in best interest of RFC.

The Account Support is part of the FCP Commercial Operations organization and is tasked with enabling the sales execution by providing support to the Account Managers and ensuring optimal service level for our customers. The role sits in the Industry organization which covers a wide range of customers in Europe and APAC

The Account Support Activities will be mainly focused on the Butter and Cream portfolio supporting a broad range of customers, supporting several Account Managers.

Responsibilities

• Customer contact; acts as a linking pin between the customer and internal organization; is up to date with customer insights, new customer demands, market information etc.
• Customer reporting: Keep Salesforce up to date and use this platform to store all customer insights and/or visit reports/phone calls.
• Forecasting: Secures customer demand to feed the Forecast process and knows how to proceed in case of constraints.
• Master data: Ensure SAP/Salesforce customer master data is up to date (via SAP/DSP).
• Complaints: Be the first point of contact for complaints, secure smooth and timely complaint handling and escalate if necessary (for example contract at stake, micro issues, good name RFC at stake etc).
• Contract management: Manages all open contracts and secures all terms are followed as agreed (appropriate Incoterm, volume, time, type etc), monitors overdue management and acts as first escalation person to the customer, report customer performance to relevant stakeholders.
• Commercial samples: Enter commercial sample order in SAP, follow up with the customer in close cooperation with CC/sample rooms/sales manager/Key Account manager.
• Data & analytics: Provides Sales/KA manager with relevant customer information, business analyses and market intelligence to optimize the relationship with the customer and improve delivery performance.
• Continuous improvement: Embraces a learning culture where potential process improvements are initiated and implemented.

Insight in tasks

• Manage complex set of relations, in- and externally
• Have recurring meetings with customers to follow up on performance
• Complaint and Case management; coordinate and ensure proper follow up of complaints and customers requests
• Review and monitoring of contracts
• Review contract consumption and take appropriate actions
• Solve product allocation issues
• Keep an overview in a dynamic and changing environment 
• Collect customer Demand
• Analyse data (Business performance and process performance)
• Drive small scale process improvement initiatives
• Maintain customer master data

Friesland Campina supplies consumer products, such as milk, yoghurt, cheese, infant nutrition and desserts, products for the professional market, including cream and butter products, ingredients and semi-finished products for manufacturers of infant nutrition, the food industry and the pharmaceutical sector. They have branches in 29 countries and export to more than a hundred countries worldwide.

• €3373 monthly salary
• Hybride working
• Work from home allowance
• Travel expenses compensation
• Pension
• End of year bonus

Requirements

• At least 2 years’ experience in customer services and in an international B2B environment (English is obligated)
• Bachelor/Master
• Fluent in Dutch, English, B2B knowledge, Commercial acumen and customer oriented, strong sense of ownership, team player, accurate, digital savvy
• FMCG experience is an advantage.
• Experience in Customer Service or Sales can be of an advantage.
• Full time with at least 2 days in the office