Moving Forward – Feeling Good
ACCO Brands is shaping the transformation of the working world with innovative solutions and strong brands. We want consumers, customers and colleagues to move forward and to feel good on the way. At ACCO Brands, we are passionate about creating and selling products that make people feel good at work, at home and at school.
If you are looking to make an impact on the working world of tomorrow and seek a rewarding opportunity in a truly international environment, then ACCO Brands could be for you.
We invite you to join us on our journey and in our dedication to building an inclusive culture that is characterized by collaboration, entrepreneurship, and commitment.
Job Summary
Purpose of the Job:
To ensure ACCO meets and exceeds Customer’s expectations and demands with regards to service delivery and total customer satisfaction, through effective order handling, query investigation and resolution.
Responsibilities
Principal Accountabilities and Key Tasks:
Process Customer orders and related queries accurately and in a timely manner, ensuring all deadlines are met.
Use Customer portals for order management (e.g., check order status, confirm stock availability, manage returns, raise/query cases) to ensure accurate and timely fulfilment.
Capture customer demand, including daily lost sales data, and communicate clearly to Sales and Demand Planning.
Drive continuous improvement of the sales order process from order receipt through warehouse fulfilment and invoicing.
Investigate delivery disputes using report data to highlight improvement opportunities, including preventative actions and process re-engineering, with a focus on debit reduction.
Act as first response for customer-raised quality issues and chargebacks (Customer fines): acknowledge, triage/log, coordinate investigation/root-cause analysis, and communicate corrective/preventative actions through to resolution.
Seek automation and optimisation of processes, utilising Amazon tools in line with ACCO system platforms.
Work collaboratively with the ACCO Sales team on account management and building Customer relationships.
Actively contribute to process reviews to ensure best practice is adopted.
Develop and maintain effective links with internal departments to ensure alignment of processes.
Provide cover for other team members during times of absence.
Contribute to team effort to ensure all department goals and targets are achieved.
Undertake additional tasks as requested by line management.
Ensure compliance with Company Standards and Regulations regarding Health, Safety and the Environment, and policies including Sarbanes Oxley (SOX); maintain departmental standards of dress, timekeeping and attendance.
Knowledge, Skills & Experience
Knowledge & Experience:
Experience of Amazon including vendor central
Proven experience in a customer service environment, with a strong focus on order management, query resolution, and customer satisfaction.
Demonstrated analytical and problem‑solving capability, with the ability to investigate issues, identify root causes, and implement effective solutions.
Experience working collaboratively within a team environment, supporting shared objectives and service delivery targets.
Confident interacting with customers and internal stakeholders at all levels, maintaining professionalism at all times.
Skills:
Excellent communication skills, both written and verbal, with the ability to convey information clearly and professionally.
Strong organisational, planning, and time‑management skills, with the ability to manage multiple priorities and meet deadlines.
Proactive, self‑motivated, and adaptable, with a positive approach to change and continuous improvement.
High level of IT literacy, with proven experience using Microsoft Office applications, including Outlook, Excel, and Word.
Strong analytical and problem-solving skills with the ability to successfully interact with customers and colleagues.
Cross functional working environment.
Working Arrangement:
Full time position – Monday to Friday
35 hours per week, or hours to complete tasks
Feel Good About Us:
With strong brands and innovative products, our business is focused on helping people feel good physically and mentally while working.
You could be reducing wrist strain with a keyboard and mouse from KENSINGTON; supporting your mind and body with a laptop riser, seat cushion and file folder from LEITZ or maybe taking a relaxing break with a gaming controller from POWER A. Perhaps you are clearing your clutter with shredder from REXEL and storage boxes from ESSELTE or using a glue or nail gun from RAPID to create your next home project. Whatever products you are using, you will move forward and feel good with ACCO Brands.
With annual revenues of $1.7 Billion, the power of our brands, our unmatched global customer reach, and our strategic market strengths put us in a position to achieve global leadership and growth.
Joining ACCO Brands is joining a long history of industry leadership and innovation; focused on delivering exceptional value to our customers by providing unique, cutting-edge, branded products.
Sustainability
ACCO Brands Europe has been working on taking care of tomorrow for many years and this was highlighted by the award of the EcoVadis Silver Medal. The award places ACCO Brands Europe in the top 15% of companies rated by the highly reputed system and recognizes our continuous sustainability efforts.
Equal Opportunity Employer
ACCO Brands is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, marital status, national origin, physical or mental disability, veteran status, and any other characteristic protected by applicable law. The company strives to create a winning culture with a leadership promise to provide equal access and opportunity for all to grow, succeed, and contribute to their full potential.
More information about moving forward and feeling good with ACCO Brands can be found at www.accobrands.com and at ACCO Brands Europe .
