Senior Key Account Support (REF 1237)

I Love My Job Ltd.; Northampton; Hybrid; GBP 40,000; Full time

Job description

• Up to £40,000
• 2 days in Northampton, (2 days in office, 3 WFH)
• Flexible working

We are working with a creative beauty brand that supplies its products to leading retailers worldwide. They are seeking an experienced and highly motivated Senior Key Account Support to work closely with their National Account Managers, managing and driving efficiency across their sales operations and customer service processes.

This role is ideal for a proactive and commercially minded person who has worked closely with major retailers in a support capacity and is looking to take ownership of critical sales operational functions.

If you have a strong background in wholesale operations within the consumer goods industry, experience working with major retailers, and a passion for optimising operations efficiency, this role could be the perfect next step in your career!

Responsibilities:

• Oversee the end-to-end sales operation process, from sales entry to order delivery, ensuring all orders meet required specifications and are invoiced correctly.
• Manage onboarding processes for new customers, assessing compliance requirements and implementing streamlined logistics solutions.
• Work closely with the UK warehouse to ensure efficiency and smooth order fulfilment, optimising performance and maintaining strong, adaptable relationships that consistently deliver high service standards.
• Manage tracking systems, including tracker reports.
• Drive improvements in order fulfilment times, reducing standard processing times and enhancing efficiency for complex customer orders.
• Act as the key point of contact for operational queries, ensuring excellent service for retail and distribution partners, including national retailers.
• Support customer accounts by ensuring high service levels, timely deliveries, and proactive problem resolution.
• Coordinate inbound shipments, conduct quality control checks, and ensure adherence to compliance and regulatory requirements (full training provided!).
• Manage the Warehouse Management System (WMS) in alignment with ERP systems to increase order processing efficiency.
• Investigate and resolve underlying causes of any customer fines, reducing penalties while improving overall customer satisfaction and service levels.
• Ensure accurate shipping documentation and compliance with importing country regulations, reducing the risk of shipment delays or rejections.
• Organise and lead weekly trading meetings, delivering key reports on orders, stock levels, and operational risks to company Directors and Finance teams (again, full training provided).

Previous Experience & Additional Responsibilities:

• Must have overseen operations of high-value sales order fulfilment and liaised with major retail accounts such as Boots and Superdrug, ensuring OTIF (On Time in Full) deliveries.
• Implemented customer delivery procedures, ensuring compliance with supplier manuals and logistical requirements.
• Involved in made-to-order project management for major retailers, coordinating production, quality control, and delivery processes.
• Worked closely with demand planning teams to align customer forecasts with product launches and promotions, ensuring stock availability.
• Provided support for independent retail accounts across multiple international markets.
• Processed and managed customer purchase orders, ensuring pricing, discounts, and payment terms were accurately recorded and communicated.
• Developed and maintained strong customer relationships by acting as a primary point of contact for inquiries, resolving order discrepancies, and enhancing service levels.

Qualifications & Experience:

• Demonstrable experience in operations management within the consumer goods industry.
• Must have worked closely with major retailers and understand their complexities.
• Strong analytical skills, with experience in operational reporting and process improvement.
• Experience working as a National Account Manager or Key Account Manager, with the desire to move into a non-sales role considered.
• Excellent organisational and problem-solving abilities, with a proactive approach to challenges.
• Experience with ERP and WMS systems, ideally Microsoft Dynamics NAV.
• Ability to multitask and thrive in a fast-paced working environment.

Diversity & Inclusion: ILMJ values diversity, equality, and inclusion and encourages applicants from all backgrounds and identities.