Account Manager Customer Operations

Position Summary:

The Customer Operations Account Manager & Supply and Allocation Analyst is a hybrid role responsible for managing customer accounts in the EU region while overseeing the efficient allocation and supply of products to meet customer demands in the EMEAI region. This combined position requires strong customer relationship management skills as well as a solid understanding of supply chain principles to ensure optimal product availability and customer satisfaction. The role will require working closely with Sales Supply Chain Finance & Logistics teams to balance customer needs with supply capabilities in the EMEAI region.

Key Responsibilities:

Customer Operations Account Management:

• Customer Relationship Management: Serve as the primary point of contact for assigned customers understanding their needs and delivering a high standard of service. Build and nurture strong longterm customer relationships.
• Order & Process Management: Oversee the endtoend OTC process from intake to fulfilment ensuring that customer orders are processed accurately resolving any holds and in a timely manner.
• Escalation Management: Handle any customer complaints or escalations related to order fulfilment product availability or shipping issues collaborating with internal teams to resolve them.
• Collaboration with Sales: Work closely with the Sales Manager and other key stakeholders to align customer needs with product availability and sales strategies. Assist in meeting sales targets by managing customer expectations and orders effectively.
• B2B RMA: Manage the endtoend process of handling product returns from our customers.

Supply & Allocation Analysis:

• Product Allocation: Manage the allocation of products to our EMEAI customers based on priority and regional market needs. Ensure that the correct products are available in the right quantities. Coordinate with the Demand Operations team to fully cover customer backlog requirements
• Inventory Optimization: Monitor inventory levels to ensure that stock levels are aligned with customer demand and avoid missing the CRSD or excess inventory.
• Reporting & Analytics: Prepare regular reports on supply status and order fulfilment performance. Analyse trends and provide insights to help optimize the supply and allocation process.
• ProblemSolving & Issue Resolution: Address any supply chain disruptions or product shortages identifying root causes and implementing solutions to minimize delays or disruptions to customers.

• Key Skills & Competencies:

• CustomerCentric Mindset: Ability to manage customer relationships address customer concerns and ensure high levels of customer satisfaction while balancing operational constraints.
• Supply Chain & Allocation Expertise: Strong understanding of inventory management demand forecasting and allocation processes. Ability to work with supply chain tools and systems to optimize product supply.
• Analytical Thinking: Strong ability to analyse sales data inventory levels and market trends to make informed decisions about product allocation and customer order fulfilment.
• Leadership Mindset: The ability to be selfmotivated a positive attitude to growth and create a culture of trust.
• Proactive Thinking and ProblemSolving: Ability to identify operational bottlenecks or supply issues and take action to resolve them quickly minimizing the impact on customers.
• Communication & Collaboration: Strong communication skills to liaise effectively with internal teams (Sales Operations Supply Chain Logistics) and customers. Ability to convey complex information in a clear actionable manner.
• Continuous Learning and Improvement: A mindset that prioritizes growthwhether through seeking new knowledge improving skills or finding more efficient ways of doing things.
• Project Management: Ability to manage multiple priorities meet deadlines and keep track of various customer and supply chain activities simultaneously.
• Technical Proficiency: Familiarity with ERP systems (SAP Oracle) inventory management software and Microsoft Excel to an intermediate / advanced level for data analysis reporting and decisionmaking.

Qualifications :

REQUIRED

• Experience: 35 years in a similar hybrid role combining customer service account management and supply chain operations preferably in a tech or consumer goods industry.
• Industry Knowledge: Familiarity with inventory management product allocation and demand forecasting in the EMEAI region.
• Leadership & Initiative: Selfmotivated and able to work autonomously with a strong leadership mindset to guide and influence internal teams and customers.
• Language Skills: Proficiency in English.
• Educational Background: A degree in Business Supply Chain Management Logistics or a related field is preferred though not mandatory.
• Intermediate / Advanced proficiency in Microsoft Excel: Working with formulae pivot waterfall simple macros are examples.

PREFERRED

• Administrative Experience 
• Oracle ERP system knowledge from data entry point of view 
• Knowledge of Microsoft Office Package 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 selfmotivated 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 SLAs. 
• Write moderately complex reports business correspondence and work procedures. 
• Speak effectively oneonone 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 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.