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Specialist 2, Account Management

Sales Support (SS)
JR-0000050195 Requisition #
The next big thing in data is you!
We are seeking an experienced and collaborative Manager of Sales Operations to lead a team of Sales Operations Specialists and to oversee business execution and adherence to Western Digital policies. In this role, you will partner with our EMEA sales team on the overall management of customer accounts, provide best in class service to our existing customer base as well as developing relationships with our new customers.

Essential duties and responsibilities:
Ensure regular and effective communication with customers, sales and cross functional teams within the company 
Oversee sales operations account support, identify problems and take corrective actions to achieve optimal results, including managing backlog, scheduling orders and providing product availability information
Focus and proactively strive to maintain high levels of quality, accuracy and process consistency to customer service level metrics and identify initiatives to improve these metrics
Own account demand forecast by working with sales and customers’ planning teams to understand consumption trends and plans as part of managing the operating rhythms of the supply chain.
Work closely with demand and supply planning, logistics and finance teams to optimize order to cash cycle
Report monthly & quarterly revenue and identify potential risks/opportunities to revenue plans

Additional Duties and Responsibilities:
Backlog Management (Daily)
o No Dropped order resolution
o Credit Hold resolution
o Customer Data error (e.g. freight not calculating)
o Forward looking order problem resolution

Non-Conformance Resolution
o Facilitate timely resolution
o Work with the Fulfillment/Logistics manager on preventive actions for the future

Allocate constrained product
o Manage ATP lock/unlock process for 1640
o Manage physical material allocation to customers

Customer Support
o Identify Vantage user/training/availability problems
o Communicate FCS information
o Communicate product availability 
o Communicate changes on the pricelist
o Visit customers as appropriate
o New Customer Introduction
o Manage/coordinate all aspects of customer set-up

Sales Support
o Provide Sales with reports when needed
o Work pro-actively with Sales on sales opportunities

Managing Employees
o Ensure 100% staffing of sales operations function in EMEA
o Set goals and objectives for the department
o Set individual goals and objectives for the employees
o Have annual reviews

Meeting attendance:
o Attend ROW Sales Operations Staff Meeting
o Be the driver for the EMEA Sales/Marketing meeting
o Attend supply meeting
o Attend S&OP meeting with EMEA Fulfillment/Modus Link as appropriate

University Degree.
5+ years relevant experience with at least 3 years managing a team.
Experience with operational issues associated with order management, background in managing a sales order backlog, scheduling orders, solving daily customer problems.
Experience of managing people is essential.  Remote management experience an advantage.

Formal Customer Service training would be an advantage.
Knowledge of MRP and order fulfillment.
Experience in SAP/Oracle ERP.
Inventory management and shipping process knowledge is important.
Knowledge of Microsoft Office Package [Excel, Word, Internet Explorer, Outlook, PowerPoint].
Experience of working in an international team.

Fluent English (both verbally and written), additional languages would be a plus but not essential.
Interact and communicate effectively with employees, vendors, contractors, and management in a business professional manner.
Candidate will be self-motivated, resourceful and enthusiastic.
Write moderately complex reports, business correspondence and work procedures.
Speak effectively one-on-one and to small groups of internal and external parties.
Team player with excellent relationship building, interpersonal and communication skills.
Strong problem-solving skills.
Ability to remain flexible through on-going change, adapting and adjusting as necessary.
Ability to handle pressure and diverse issues simultaneously.


The future. It’s on you. You & Western Digital.
We’ve been storing the world’s data for more than 50 years. Once, it was the most important thing we could do for data. Now we’re helping the world capture, preserve, access and transform data in a way only we can.
The most game-changing companies, consumers, professionals, and governments come to us for the technologies and solutions they need to capture, preserve, access, and transform their data.

But we can’t do it alone. Today’s exceptional data challenges require your exceptional skills. It’s You & Us. Together, we’re the next big thing in data. 

Western Digital® data-centric solutions are found under the G-Technology™, HGST, SanDisk®, Tegile™, Upthere™, and WD® brands.

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