Key Account Service Lead

Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil. As an affiliate of Aramco, one of the world"s largest integrated energy and chemicals companies, we continue to invest strategically and expand globally, driving unparalleled product innovation and sustainable business solutions.

Our corporate values of care, integrity, passion, unified, and excellence shape everything we do. Living out our values is what makes our company, our employees, our partners, our customers, and the communities we serve great.

When you join Valvoline Global, you join a culture that is committed to: treating all people with care, operating with integrity, striving for excellence in everything we do, showing passion about delivering on our commitments, and being unified in all our enterprise endeavors.

The Key Account Service Lead is the first point of contact in the after sales process for Valvoline Europe Key Account customers. In this role, you will process incoming customer orders and requests, from order receipt, through delivery to invoicing, for assigned customers. Also the coordination of Key accounts requests with internal teams. You will deal with customer complaints in an effective and professional matter to ensure and improve the customer satisfaction. The person in this role will be expected to have excellent customer relationship and communication skills and can engage with, and influence both external and internal customers and stakeholders. In addition, in this position you will participate in the internal projects where CS involvement is required, work on preparation and maintenance of working procedures and training (including onboarding). Next to this the tasks also can also contain regular order processing and requests in the process from order to cash. In general, the CS Senior representative has additional assignments based on the regular CSR activities.

• Primary role Key accounts and troubleshooting: The coordination of service of defined key accounts e.g. OEM, WD, other specific defined customers by Valvoline. Order and delivery management for Key Accounts: order processing, follow up through the whole process (including EDI, DASH, Account portals or other integrated tools). Sales Order management reporting. Claims processing.
• External focus on supporting Key Accounts enquiries which have to be coordinated with internal teams (Commercial, Pricing, Planning, Operations, Logistics, Technology or others)
• Participate in Onboarding of Key Accounts - from project or RFQ stage to system settings completion and account specific Work Instructions preparation and maintenance.
• Troubleshooting on Key accounts transactions to resolution. It is the first point of contact for this account and coordinate the requests and also follow-up with support of the related team e.g. CS, Sales, Supply Chain or other directly involved team.
• Order entry or coordination of entries and all related activities.

• Focusing on special projects defined supporting the needs and requirements of the process from order to cash. This means projects impacting CS e.g. ERP systems, process optimization projects, new supply solutions and other projects in this area.
• Maintenance of working procedures and instructions in the area of CS processing. This includes preparation, supervision, updates and annual revision.
• Reporting on Sales order management and quality of the service of the team.
• Order entry or coordination of entries and all related activities.

• Minimum high school diploma

Work Experience

• At least 3 -5 years of experience in a similar role/ Key account service lead in an international environment. Experienced in using Microsoft Windows applications and ERP Systems preferably SAP.

Licenses and Certifications

• Relevant licenses and certifications on e.g. skills and languages.

Knowledge, Skills, and Competencies

• Role model for the team that is complying with Valvolines strategy and values.
• Excellent communication skills - accurate, polite, and competent
• Can work in a fast-paced environment with complex business scenarios
• Customer and service-oriented attitude.
• Pro-active team player with a can do and hands-on mentality.
• Fluent in English (including written and verbal skills). Knowledge of Dutch, French, German, Italian, Spanish, Russian is a plus.