Essential Functions Performed by the Position To support the Single Customer Journey initiative the Assistant Key Account Manager will be responsible for managing the following processes and tools: Pre-Sales Opportunities Tracker Standard Samples Tracker Special Samples Tracker Wet Chemistry Approval Tracker To further support the team the Assistant Key Account Manager will be responsible for running and updating a number of management reports including: On Time in full regional and global reports Customer Satisfaction regional and global reports Pre-Sales Opportunities reports Customer Care KPI and SLA reports Work as an integral member of the customer care team to ensure a high level of customer service throughout the entire order and supply process Liaise regularly via telephone and e-mail with customers throughout the order process while, working closely with the relevant Key Account Managers Processes and expedites orders via the ERP system, including liaising with other OpSec facilities and teams if required. Create proforma invoices and manage sales orders until payment is received Keep customers informed at all times regarding order status and shipping dates Organize product samples and information required by the customer, and deliver in a professional, efficient manner Assist Key Account Managers with managing workload spikes, including office administration and filing Work with the Customer Care Manager and Key Account Managers to achieve continual improvement in the day-to-day running of the department Assist with onboarding of new programs and general maintenance of our online ordering and track & trace platforms Provides customer facing digital support (Tier 1) on existing digital programs Manages specific projects as allocated by Customer Service Manager e.g. updating of SOP’s, support processes, etc Disclaimer This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. Position Qualifications Education: High School Diploma, GED Bachelor's degree in business administration or relevant professional experience. Experience: 1 – 2 years’ customer service experience, ideally in a manufacturing environment