The Services Account Representative (SAR) works very closely with the Services Account Managers and is the main customer contact for operational Services business matters. This includes facilitating services sales growth ambition through sales opportunity analysis, proactive planning, management of service contracts, service coordination and customer support. Offering quality service with innovative solutions, looking to drive excellence in customer service & customer experience and initiative to drive productivity through automation are key. A SAR covers one or more Strategic and Operational Accounts and can be, in addition, a member of a team covering a geographical area. The SAR can independently lead a defined transactional account in agreement with Services Account Management. In addition to key responsibilities, the SAR can be an expert in a specific food application.
This position will report to the Services Support Manager.
This position is based in Denton, TX or Vernon Hills, IL. For internal candidates, we will also consider another US Tetra Pak location.
You might be travelling up to 10% of your time.

What you will do

As a Services Account Representative, you will:

• Follow-up on timely execution for Services Agreements execution & profitability.
• Lead customer inquiries, respond and channel it into the organization.
• Support Account Management team with inputs to prepare and execute account plans.
• Process quotations and execute invoicing.
• Proactively monitor and follow up the pipeline of Services (inside and outside Services Agreements) and drive growth for Services sales, together with Services Key Account Managers and Services Account Managers.
• Leverage on insights from customers and data to upsell and cross-sell by creating leads and opportunities.
• Participate in customer relationships from an operational perspective and transactional sales through structured communication.
• Participate in analysis of and follow-up on customer experience results together with Services functions.
• Lead communication and planning with customers for service and maintenance events, permanent and containment solutions, action orders and mandatory re-building kits as well as lead and coordinate internally with other functions in the scoping and delivering of those events.

We believe you have

• Bachelor’s degree or equivalent work experience.
• A minimum of 3 years of experience working in a Customer Service role.
• Experience with MS Office suite (Outlook, Word, Excel and PowerPoint).
• Experience with SAP/R3, including BO (Business Objects) functionalities.
• Strong communication in English both written and verbal.
• World Class Customer Service experience.
• Ability to lead people without authority.
• Preferred:
• Continuous improvement methodologies experience.
• Advanced usage of MS Excel such as complex formulas and creation of macros in Excel (or willingness to learn).
• Experience with creation of PowerBI (or willingness to learn).
• Experience with MS PowerAutomate (or willingness to learn).