Position Title: Key Accounts Coordinator

Reporting to: Key Accounts Team Manager

Position Description:

This position plays a critical role within the Commercial department in order to secure the smooth progression of all processes related to the Account Management. The role is responsible to provide support to the members of Key Accounts team in several tasks such as the preparation of client proposals and reporting. The role is part of the Key Accounts team which is comprised by Key Account Executives and the Key Accounts Team Manager.


Role Specific

  • Answer to every incoming call and respond to emails
  • Handle client requests in timely manner and cultivate a professional yet friendly relationship with key contacts
  • Follow up all requests until they are closed
  • Prepare and send proposals to clients within the agreed timeframe
  • Ensure that orders are logged in NOLS quickly and with accuracy
  • Prepare and submit the annual credit line of the clients
  • Ensure that all reports are provided to clients with accuracy and within the agreed time frame
  • Keep the sales information systems updated
  • Responsible of filling all documents related to clients
  • Coordinate with all departments in order to ensure that clients requests are handled efficiently
  • Handle and resolve client’s complaints
  • Log all interactions with clients in the relevant CRM tool
  • Promote, support, and educate clients to use Fleet Reporting and other LeasePlan’s tools
  • Assist in the preparation and co-ordination of all client events
  • Identify and escalate situations requiring attention
  • Adhere to company policies and guidelines and ensure that the communication style is in line with the LeasePlan’s General Rules and brand identity


Monitor & Reporting

  • Meet all agreed SLA’s and Key Performance Indicators (KPI’s).

Required Knowledge & Qualifications

Hard Skills

  • General education degree or equivalent
  • Customer services experience over the telephone
  • Excellent Customer service skills
  • Ability to type with speed and accuracy
  • Knowledge of CRM tools and relevant system applications
  • Knowledge of supporting and administrative processes
  • IT literate
  • High EQ
  • Good command of English – verbal and written

Soft Skills

  • Excellent interpersonal and communication skills – verbal and written
  • Effective on rapport building in order to develop trust and strong relationship with clients
  • Ability to manage data collection and filing
  • Strong listening skills
  • Being able to use empathy (see with the eyes of the other party)
  • Be able to divert pressure and keep calm under stressful conditions


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