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Account Manager, Customer Operations
4 weeks ago
Company DescriptionAt Western Digital our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible possible At our core Western Digital is a company of problem solvers People achieve extraordinary things given the right technology For decades we ve been doing just that Our technology helped people put a man on the moon We are a key partner to some of the largest and highest growth organizations in the world From energizing the most competitive gaming platforms to enabling systems to make cities safer and cars smarter and more connected to powering the data centers behind many of the world s biggest companies and public cloud Western Digital is fueling a brighter smarter future Binge-watch any shows use social media or shop online lately You ll find Western Digital supporting the storage infrastructure behind many of these platforms And that flash memory card that captures and preserves your most precious moments That s us too We offer an expansive portfolio of technologies storage devices and platforms for business and consumers alike Our data-centric solutions are comprised of the Western Digitalxc2xae G-Technologyxe2x84xa2 SanDiskxc2xae and WDxc2xae brands Today s exceptional challenges require your unique skills It s You Western Digital Together we re the next BIG thing in data Position Summary The Customer Operations Account Manager Supply and Allocation Analyst is a hybrid role responsible for managing customer accounts in the EU region while overseeing the efficient allocation and supply of products to meet customer demands in the EMEAI region This combined position requires strong customer relationship management skills as well as a solid understanding of supply chain principles to ensure optimal product availability and customer satisfaction The role will require working closely with Sales Supply Chain Finance Logistics teams to balance customer needs with supply capabilities in the EMEAI region Key Responsibilities Customer Operations Account Management Customer Relationship Management Serve as the primary point of contact for assigned customers understanding their needs and delivering a high standard of service Build and nurture strong long-term customer relationships Order Process Management Oversee the end-to-end OTC process from intake to fulfilment ensuring that customer orders are processed accurately resolving any holds and in a timely manner Escalation Management Handle any customer complaints or escalations related to order fulfilment product availability or shipping issues collaborating with internal teams to resolve them Collaboration with Sales Work closely with the Sales Manager and other key stakeholders to align customer needs with product availability and sales strategies Assist in meeting sales targets by managing customer expectations and orders effectively B2B RMA Manage the end-to-end process of handling product returns from our customers Supply Allocation Analysis Product Allocation Manage the allocation of products to our EMEAI customers based on priority and regional market needs Ensure that the correct products are available in the right quantities Coordinate with the Demand Operations team to fully cover customer backlog requirements Inventory Optimization Monitor inventory levels to ensure that stock levels are aligned with customer demand and avoid missing the CRSD or excess inventory Reporting Analytics Prepare regular reports on supply status and order fulfilment performance Analyse trends and provide insights to help optimize the supply and allocation process Problem-Solving Issue Resolution Address any supply chain disruptions or product shortages identifying root causes and implementing solutions to minimize delays or disruptions to customers Key Skills Competencies Customer-Centric Mindset Ability to manage customer relationships address customer concerns and ensure high levels of customer satisfaction while balancing operational constraints Supply Chain Allocation Expertise Strong understanding of inventory management demand forecasting and allocation processes Ability to work with supply chain tools and systems to optimize product supply Analytical Thinking Strong ability to analyse sales data inventory levels and market trends to make informed decisions about product allocation and customer order fulfilment Leadership Mindset The ability to be self-motivated a positive attitude to growth and create a culture of trust Proactive Thinking and Problem-Solving Ability to identify operational bottlenecks or supply issues and take action to resolve them quickly minimizing the impact on customers Communication Collaboration Strong communication skills to liaise effectively with internal teams Sales Operations Supply Chain Logistics and customers Ability to convey complex information in a clear actionable manner Continuous Learning and Improvement A mindset that prioritizes growth-whether through seeking new knowledge improving skills or finding more efficient ways of doing things Project Management Ability to manage multiple priorities meet deadlines and keep track of various customer and supply chain activities simultaneously Technical Proficiency Familiarity with ERP systems SAP Oracle inventory management software and Microsoft Excel to an intermediate advanced level for data analysis reporting and decision-making QualificationsREQUIRED Experience 3-5 years in a similar hybrid role combining customer service account management and supply chain operations preferably in a tech or consumer goods industry Industry Knowledge Familiarity with inventory management product allocation and demand forecasting in the EMEAI region Leadership Initiative Self-motivated and able to work autonomously with a strong leadership mindset to guide and influence internal teams and customers Language Skills Proficiency in English Educational Background A degree in Business Supply Chain Management Logistics or a related field is preferred though not mandatory Intermediate Advanced proficiency in Microsoft Excel Working with formulae pivot waterfall simple macro s are examples PREFERRED Administrative Experience Oracle ERP system knowledge from data entry point of view Knowledge of Microsoft Office Package Word Internet Explorer Outlook PowerPoint Experience of working in an international team SKILLS Excellent oral and written skills in English Adept with working on a daily basis with numerical calculations and reporting Interact and communicate effectively with employees vendors contractors and management in a business professional manner Candidate will be self-motivated customer oriented resourceful and enthusiastic Interpret a variety of instructions provided in written oral diagram or schedule form Ability to meet daily weekly deadlines to achieve the departmental SLA s Write moderately complex reports business correspondence and work procedures Speak effectively one-on-one and to small groups of internal and external parties Respond effectively and clearly to common inquiries or complaints from customers Additional InformationWestern Digital thrives on the power and potential of diversity As a global company we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within We believe the fusion of various perspectives results in the best outcomes for our employees our company our customers and the world around us We are committed to an inclusive environment where every individual can thrive through a sense of belonging respect and contribution Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process Please contact us at to advise us of your accommodation request In your email please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying
