Customer Service & Key Account Administration Specialist

Job Summary

The Customer Services & Key Account Administration Specialist is a dual-role position designed to ensure best-in-class customer service for Polish clients and to provide comprehensive support for the Sales Director and Key Account Managers (KAMs) in the management and development of key customer relationships across Eastern Europe. This role is central to the coordination, control, and operational excellence of business with strategic accounts, supporting Rapid Tools’ growth by delivering daily operational support, driving business development, and ensuring the highest standards of service and satisfaction.

Responsibilities

Customer Service (Poland)

• Provide daily support to corporate clients, ensuring professional communication and prompt responses to inquiries.
• Coordinate the complaint process, ensuring timely and effective resolution.
• Offer expert advice on product range, availability, and order status.
• Receive and process customer orders in the system, ensuring accuracy and timeliness.
• Contribute to demand planning and forecasting processes to ensure product availability.
• Support the implementation of customer service standards and continuous process improvements.
• Prepare and maintain customer documentation and records.
• Cooperate closely with sales, logistics, and marketing teams to ensure seamless customer experience.
• Execute other tasks assigned by the supervisor, consistent with the role and position.

Key Account (Eastern Europe)

• Direct support for the Sales Director and KAMs in achieving business objectives with key clients, active participation in implementation of agreed business strategies.
• Consolidation of business results — collecting and analyzing data from national markets, preparing reports and summaries for the Sales Director, KAMs and recommending actions based on business analysis and market observations.
• Information flow and communication — disseminating information about current promotions, product changes, pricing, and other actions to sales, customer service, marketing, and logistics teams, ensuring effective communication among all involved parties.
• Support for portfolio development — organizing and monitoring activities aimed at expanding cooperation with key clients and tracking their effectiveness.
• Coordination of operational activities — organizing participation in trade shows, local and international sales meetings and other business-supporting projects.
• Management of documentation and processes — overseeing price list updates, controlling data accuracy in systems (e.g., SAP), ensuring process compliance with central agreements, and efficiently implementing changes.
• Co-creation of sales and development strategies for key clients and participation in the development of individual cooperation plans.
• Help in preparation of commercial offers and in product consulting for key clients.
• Implementation and coordination of loyalty programs and other initiatives aimed at increasing satisfaction and engagement of key clients.
• Help in organizing and conducting training sessions for sales teams and providing substantive support in key account management.
• Managing the process of resolving issues and complaints reported by key clients, ensuring quick and effective resolution.

Qualifications

• University degree or other relevant education
• Relevant work experience in key account management, B2B sales, or customer service; experience in an international environment is highly valued.
• Very good command of English; knowledge of other regional languages is an asset.
• Proficiency in office automation tools, especially MS Office 365 and SAP.
• Strong commercial awareness and a clear desire to sell, with the ability to identify business opportunities and act on them.
• Excellent communication skills, both verbal and written, with the ability to adapt style to different audiences (clients, colleagues, management, cross-functional teams).
• Ability to work independently and as part of a team, demonstrating accountability for own work and supporting colleagues as needed.
• Organizational skills: efficiently manage work time, prioritize tasks, and meet deadlines in a dynamic environment.
• Analytical skills: ability to analyze malfunctions, non-conformities, and market data; define, implement, and communicate relevant reports.
• Problem-solving mindset: proactively propose solutions, take preventive or corrective actions, and alert superiors or sales representatives in case of non-compliance.
• Numeracy and financial acumen: good level of numeracy and ability to prepare and interpret financial analyses and reports.
• Marketing knowledge: mastery of marketing declarations and understanding of sales and promotional processes.
• Resilience and determination: positive, confident, and ambitious approach; ability to cope with rejection and thrive in a competitive environment.
• Quick learner: ability to rapidly acquire new methods and procedures.
• Critical thinking: develop a critical sense of own and others’ work, share experiences and best practices.