Office-Based Account Manager

Job Title: Office-Based Account Manager

Department: B2B Commercial

Reports To: Sales Operational Manager

Duty Station: Office Based

Job Summary

The Office-Based Account Manager is responsible for providing sales and operational support through effective management of customer accounts, order processing, documentation, reporting, and coordination with internal teams. The role ensures seamless customer service delivery by maintaining accurate account information, supporting sales activities, resolving customer queries, and facilitating efficient execution of customer requirements.

Key Deliverables

Customer Account Management

Manage assigned customer accounts by providing timely support, responding to enquiries, and ensuring customer satisfaction.
Support customer onboarding processes, account setup, and maintenance of customer master data.
Track customer transactions, service performance, and outstanding actions to ensure effective account management.

Order Processing and Coordination

Coordinate customer orders from receipt through processing, fulfilment, and delivery in collaboration with relevant teams.
Monitor order status, resolve issues, and coordinate with internal stakeholders to ensure timely delivery.

Sales Support and Reporting

Support sales teams with account administration, reporting, customer insights, and business updates.
Prepare and maintain sales reports, customer performance reports, and operational dashboards.

Documentation and Compliance

Maintain accurate customer records, contracts, pricing information, and account documentation.
Ensure compliance with company procedures, commercial policies, and documentation requirements.

Process Improvement

Identify opportunities for process improvements that enhance customer service and operational efficiency.

Expected Outcomes

Accurate and timely processing of customer orders and account transactions.
Improved customer experience through responsive and efficient account support.
Strong coordination between customers, sales teams, and operational functions.
Reliable customer records, reporting, and documentation.
Reduced order processing delays and improved service delivery.
Enhanced visibility of customer performance and business opportunities.
Compliance with company processes, controls, and service standards.

Qualifications

Bachelor’s Degree or Diploma in:
- Business Administration
- Sales and Marketing
- Commerce
- Customer Service
- Or a related field.

Experience

Two (2) to three (3) years of experience in sales support, account administration, customer service, order management, or a related commercial role.
Experience managing customer accounts and coordinating internal processes.
Experience working with ERP, CRM, or order management systems is desirable.
Experience in FMCG, energy, logistics, or a commercial environment is an advantage.

Technical Competencies

Customer account management.
Sales administration and order processing.
Customer Relationship Management (CRM) systems.
Reporting and data analysis.
Documentation and records management.
ERP systems and Microsoft Office applications.
Understanding of commercial processes and supply chain coordination.

Working Environment

Commercial office environment.
Works closely with customers, sales teams, finance, supply chain, logistics, and operations teams.
Extensive coordination, administrative support, data management, and customer communication.
Expected to manage multiple priorities, maintain accurate records, and provide timely support to ensure efficient customer service delivery and business performance.

Job Detail

Job Description