BioFire Diagnostics
Position Summary
A Key Account Specialist (KAS) serves as the primary internal point of contact for strategic customer accounts, ensuring seamless post-sale support and relationship continuity. The role is highly customer-centric, focusing on order management, issue resolution, and cross-functional coordination with departments like Supply Chain, Sales, Marketing, and Finance. KAS professionals are responsible for prioritizing orders, managing backorder communications, and ensuring compliance with delivery standards (e.g., OTIF). They also enter purchase orders into ERP systems and provide one-call resolution support, contributing to customer satisfaction and retention. Provide sales and transitional support for Global and Local Key accounts, while preserving and enhancing the customer relationships through support for products and services already purchased.
Primary Duties
Support the sales administration and customer support functions within a designated area, ensuring compliance with established procedures and guidelines to enhance customer satisfaction.
Handle sales orders, contracts, and customer master data in SAP, ensuring accuracy and compliance with import/export regulations and internal policies.
Generate and manage invoices and credit notes in SAP, ensuring timely resolution of any discrepancies or issues related to customer billing.
Maintain effective communication with customers via phone and email, providing timely support and solutions for order-related inquiries and issues.
Monitor order delivery performance, coordinating with supply chain departments to address backorders and ensure timely fulfillment of customer orders.
Serve as the internal primary point of contact with US Key Accounts about the products availability when back orders / allocations occur and ensure their follow up (allocation, priorities & management).
Prioritize the US Key Account orders, communicate expiring pricing, expiring scheduling agreements
Communicates with internal departments, mainly Supply Chain, Sales and Marketing, Finance.
Collaborate with Account Managers and know customer’s business and account/order strategy.
Reporting and communicating of logistical complaints for US Key Accounts.
Ensure OTIF compliance in regard to order, ship method, and partner accuracy.
Enter purchase orders into an ERP system for a dedicated portfolio of customers.
Provide one-call resolution with a significant focus on customer care.
Contribute to the relationship of the global and local key / strategic accounts by partnering with Sales, Marketing, and working with Supply Chain.
Perform all work in compliance with company quality procedures and standards.
Performs other duties as assigned.
Education & Training
High School Diploma, GED or equivalent
Experience
2+ years of direct customer contact experience required
Experience working with top tiered customers preferred
Experience with SAP - Quote to Invoice module preferred
Knowledge, Skills & Abilities
Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
Flexibility, being highly adaptable and resilient to thrive in a dynamic work environment.
Effective and efficient problem analysis that leads to high-quality decisions.
Learning agility to be able to learn from experiences and apply that knowledge to new situations.
Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.
Detail orientation to complete tasks without errors and produce high-quality work.
Analyze data and make decisions/recommendations, using data to guide decision-making and provide suggestions for improvement.
Analyze data and make decisions/recommendations, using data to guide decision-making and provide suggestions for improvement.
Critical thinking, using logic and reason to analyze information and make decisions in the workplace.
Perspective to see the world from another person's viewpoint thus gaining new insights and finding creative solutions to challenges.
Priority setting that align with business objectives
Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently
Organizing work and resources efficiently to ensure smooth operations
Informing others by sharing clear, timely information to ensure alignment.
Troubleshooting issues to identify and resolve problems efficiently Collect and analyze data to drive informed decision-making to improve performance and identify issues
Communicates instructions clearly and effectively
Solution oriented in the face of conflict
Ability to deal with difficult situations in a timely and bold manner
Perseverance: Demonstrates perseverance and a focus on outcomes
Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives
Cross-department knowledge about the roles, responsibilities, goals, and processes of different departments within an organization
Ability to cooperate with others at all levels including leadership
Ability to influence others
Effective verbal communication skills
Written Communications - including the ability to communicate technical data in written form
Build and maintain positive, productive interactions with colleagues
Easily accessible and open to communication
Participate in a way that enhances team performance and cohesion.
Fosters a culture of inclusiveness among all team members
Actively and attentively listen to others, ensuring a clear understanding of their messages, needs, and concerns.
Emotional intelligence by having the ability to recognize, understand, and manage one's own emotions, as well as the emotions of others.
Consistently uphold and reflects the core ethical principles and values that bioMérieux promotes
Working Conditions & Physical Requirements
Ability to remain in stationary position, often standing, for prolonged periods.
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Primary Duties
Support the sales administration and customer support functions within a designated area, ensuring compliance with established procedures and guidelines to enhance customer satisfaction.
Handle sales orders, contracts, and customer master data in SAP, ensuring accuracy and compliance with import/export regulations and internal policies.
Generate and manage invoices and credit notes in SAP, ensuring timely resolution of any discrepancies or issues related to customer billing.
Maintain effective communication with customers via phone and email, providing timely support and solutions for order-related inquiries and issues.
Monitor order delivery performance, coordinating with supply chain departments to address backorders and ensure timely fulfillment of customer orders.
Serve as the internal primary point of contact with US Key Accounts about the products availability when back orders / allocations occur and ensure their follow up (allocation, priorities & management).
Prioritize the US Key Account orders, communicate expiring pricing, expiring scheduling agreements
Communicates with internal departments, mainly Supply Chain, Sales and Marketing, Finance.
Collaborate with Account Managers and know customer’s business and account/order strategy.
Reporting and communicating of logistical complaints for US Key Accounts.
Ensure OTIF compliance in regard to order, ship method, and partner accuracy.
Enter purchase orders into an ERP system for a dedicated portfolio of customers.
Provide one-call resolution with a significant focus on customer care.
Contribute to the relationship of the global and local key / strategic accounts by partnering with Sales, Marketing, and working with Supply Chain.
Perform all work in compliance with company quality procedures and standards.
Performs other duties as assigned.
Education & Training
High School Diploma, GED or equivalent
Experience
2+ years of direct customer contact experience required
Experience working with top tiered customers preferred
Experience with SAP - Quote to Invoice module preferred
Knowledge, Skills & Abilities
Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
Flexibility, being highly adaptable and resilient to thrive in a dynamic work environment.
Effective and efficient problem analysis that leads to high-quality decisions.
Learning agility to be able to learn from experiences and apply that knowledge to new situations.
Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.
Detail orientation to complete tasks without errors and produce high-quality work.
Analyze data and make decisions/recommendations, using data to guide decision-making and provide suggestions for improvement.
Analyze data and make decisions/recommendations, using data to guide decision-making and provide suggestions for improvement.
Critical thinking, using logic and reason to analyze information and make decisions in the workplace.
Perspective to see the world from another person's viewpoint thus gaining new insights and finding creative solutions to challenges.
Priority setting that align with business objectives
Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently
Organizing work and resources efficiently to ensure smooth operations
Informing others by sharing clear, timely information to ensure alignment.
Troubleshooting issues to identify and resolve problems efficiently Collect and analyze data to drive informed decision-making to improve performance and identify issues
Communicates instructions clearly and effectively
Solution oriented in the face of conflict
Ability to deal with difficult situations in a timely and bold manner
Perseverance: Demonstrates perseverance and a focus on outcomes
Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives
Cross-department knowledge about the roles, responsibilities, goals, and processes of different departments within an organization
Ability to cooperate with others at all levels including leadership
Ability to influence others
Effective verbal communication skills
Written Communications - including the ability to communicate technical data in written form
Build and maintain positive, productive interactions with colleagues
Easily accessible and open to communication
Participate in a way that enhances team performance and cohesion.
Fosters a culture of inclusiveness among all team members
Actively and attentively listen to others, ensuring a clear understanding of their messages, needs, and concerns.
Emotional intelligence by having the ability to recognize, understand, and manage one's own emotions, as well as the emotions of others.
Consistently uphold and reflects the core ethical principles and values that bioMérieux promotes
Working Conditions & Physical Requirements
Ability to remain in stationary position, often standing, for prolonged periods.
#J-18808-Ljbffr