Key Account Support Officer

As Key Account Support Officer, you will be responsible for managing and supporting the National Business Manager in a fast-paced FMCG Contract Manufacturing environment. This role focuses on ensuring excellent service delivery, managing customer relationships, and handling inquiries and order-related issues. The ideal candidate will be proactive, detail-oriented, and customer-focused, assisting in maintaining strong, long-lasting relationships with customers while ensuring smooth customer service support.

Your key responsibilities will be to:

• As the primary point of contact for customers, handle inquiries, complaints, and feedback in a professional and timely manner.
• Address customer concerns regarding product availability, pricing, order status, and delivery timelines.
• Ensure clear communication and proactive updates to customers regarding order progress or any delays
• Work closely with internal departments such as Sales, Production, Logistics, and Finance to ensure a smooth flow of information and prompt resolution of customer issues.
• Assist the National Business Manager by providing necessary customer information and supporting in administrative tasks such as preparing quotations, order processing, and documentation.
• Track and report on customer satisfaction via dealing with their individual contacts, providing regular feedback to the National Business Manager on potential areas for improvement.
• Maintain accurate customer records and order history, ensuring all communications and orders are properly logged in the PCM System / Sharepoint
• Generate reports on customer service metrics, such as response time, order fulfillment, and customer satisfaction, to assist in performance reviews.

Your skills and experience

To be successful in this role, you’ll have:

• Solid experience and tenure in customer service or Sales Support or, preferably in the FMCG or manufacturing sectors.
• Strong communication and interpersonal skills, with the ability to engage customers effectively.
• Problem-solving mindset and a proactive approach to issue resolution.
• Excellent organizational and time-management abilities.
• Knowledge of SAP and Microsoft Office Suite.
• Understanding of the FMCG sector and manufacturing processes is a plus