Account Manager, Customer Operations

Company Description

At 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 Digital®, G-Technology™, SanDisk® and WD® brands.

Today’s exceptional challenges require your unique skills. It’s You & Western Digital. Together, we’re the next BIG thing in data.

Job Description

Your key function is to act as a primary contact between Western Digital and the customer in an account management role. There will be specific customer assignments that require a close working relationship with assigned Sales Managers. The account manager will provide day-to-day direction on overall EMEA business requirements, policies and processes to the customer.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Business Processing:

• Receiving and processing customer’s transactions and data in accordance with the customer account manager training, procedure manual and directives
• Sell-thru and inventory
• Demand forecast
• Order processing
• Provide the customer with data as agreed with the sales manager and team manager
• Price information
• Product related information
• Availability and supply information

Business analysis:

• Analyse the customers weekly sell through and inventory, along with other new business information recently obtained from customer, to assess and recommend the close in business volumes
• Discuss and agree customer actions with sales manager
• Identify sales manager’s exposures to sales plan and/or previous outlook and assist sales manager in any sales plan/prior outlook de-commitments
• Where agreed with sales manager, discuss close in demand with customer
• Commit Western Digital supply based on availability knowledge provided by master scheduler
• Follow the allocation tracking/ consumption process

Backlog management

• Update and maintain the customer backlog as an accurate reflection of the customer requirement

RMA management

• RMA/Warranty and returns management for the customer

Logistics

• Agree logistic requirements with customer and arrange accordingly with logistics
• Monitor logistic arrangements to ensure compliance
• Proactively discuss deviations with customer

Price management

• Communicate pricing and programs to the customers based on WD policies
• Valuate customer’s credit claim and coordinate its resolution with the credit department and Marketing

Data management

• Follow the procedures, as defined in the Account Manager Training, Procedure Manual and directives received from Management, to correctly process all transactions relating to the above and to correctly maintain the customer account

Qualifications

REQUIRED

• 3-5 years of systems and data entry experience
• Experience in Account management, Account Servicing, Corporate Customer Service, Sales Operations, or a similar role
• Attendence in the office up to 3 days per week

PREFERRED

• Administrative Experience 
• Oracle ERP system knowledge from data entry point of view 
• Knowledge of Microsoft Office Package [Excel, 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 Information

Western 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 [email protected] 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.