Associate Key Account Manager - US

• Supports customer enquiries and service requests, resolving routine matters and escalating more complex requirements to Customer Care leadership or Key Account Managers as appropriate.
• Supports the end to end order process, including order entry and maintenance, quotations, proforma invoices, shipping documentation, invoicing support, and communication of order status and shipping dates.
• Supports customer setup and ongoing account maintenance, including master data, requested documentation and certifications, and customer facing digital platforms.
• Supports customer complaints, RMAs, product samples, and other service requirements, ensuring accurate documentation and timely coordination with the appropriate teams.
• Maintains customer service trackers, reports, and operational controls, supporting accurate data and visibility to service performance, KPIs, and customer requirements.
• Works closely with Customer Care, Key Account Managers, Operations, Sales, and other internal teams to coordinate customer requirements, resolve issues, and support a consistent customer experience.
• Learns and follows established SOPs, work instructions, systems, and data quality standards while identifying recurring issues, process gaps, and opportunities for improvement.
• Supports team priorities, projects, and workload requirements as needed while continuing to develop knowledge of customers, products, systems, and the overall order and supply process.

• Basic understanding of customer service principles with strong attention to detail and accuracy.
• Proficiency in Microsoft Office applications and the ability to learn ERP, CRM, and other business systems.
• Effective written and verbal communication, organization, and time management skills.
• Ability to follow established processes, prioritize workload, and meet deadlines.
• Ability to work collaboratively across teams while seeking guidance and escalating issues when appropriate.
• Demonstrates curiosity, initiative, adaptability, and a desire to learn and develop.
• Open to coaching, feedback, and increasing levels of responsibility.
• Demonstrates a positive, professional, customer focused approach and appropriate discretion when handling customer and business information.

Less than 10%. Travel to Customer or other locations may be required from time to time but will be infrequent