Rock Wool Khải Hoàn

1. Job Purpose & Scope

The Account Manager – Northern Region Region is responsible for managing and developing key customer accounts in the Northern market, ensuring timely delivery of high-quality products and excellent customer service in line with ROCKWOOL standards.

This role leads and motivates the customer service team to achieve business objectives, customer satisfaction, and long-term partnership development. The position requires strong product knowledge, communication capability, and coordination across internal departments to ensure customer commitments are fulfilled.

The ultimate challenge of this role is to achieve sustainable customer loyalty, satisfaction, and business growth in the Northern region.

2. Key Result Areas

• Customer satisfaction and retention
• On-time and accurate order processing and delivery
• Compliance with contract agreements and company policies
• Effective coordination between sales, logistics, production and quality teams
• Team performance and development
• Revenue growth and account stability

3. Key Responsibilities & Job Content

Customer & Order Management

· Manage and support customer service staff to achieve individual and team targets.

· Ensure all customer orders comply with contract agreements and are processed accurately and timely.

· Review sales orders in the system for correctness (price, payment terms, delivery terms, special conditions).

· Ensure customers receive accurate, clear and updated information regarding their orders.

· Monitor product availability for domestic and export customers to ensure readiness for shipment.

· Ensure all orders are delivered in full and all related documents are properly archived.

Customer Relationship & Problem Solving

· Maintain strong, long-term relationships with key customers.

· Investigate and resolve customer complaints or complex issues in a professional and timely manner.

· Ensure customer problems are solved correctly, on time, and to customer satisfaction.

· Conduct customer meetings when necessary to improve service quality and cooperation.

Internal Coordination

· Coordinate closely with Warehouse, Logistics, Production Planning, QA, and Production to meet customer requirements and delivery schedules.

· Prepare export quotations when required.

· Participate in cross-functional discussions to improve customer service processes.

Team Leadership & Development

· Develop, coach and retain high-quality customer service staff.

· Provide constructive feedback and performance guidance.

· Promote a learning culture and continuous improvement mindset within the team.

· Encourage teamwork and mutual respect within the department.

Process Improvement & Compliance

· Develop and improve customer service procedures, policies and service standards.

· Ensure compliance with ROCKWOOL values, policies, and business ethics.

· Participate in special projects or assignments as directed by management.

· Meeting with other managers to discuss possible improvements to customer service

· Fully contribution on special or assignment time to time from directed superior

Professional Skills - Essential

Bachelor’s degree in Business Administration, Marketing or related fields.

Minimum 3 years of experience in Customer Service, Sales, or Account Management.

Experience in insulation, construction materials, or industrial products is an advantage.

Strong knowledge of order management and customer service processes.

Excellent problem-solving and decision-making skills.

Ability to work independently with minimal supervision.

Strong teamwork and coordination skills.

Proficient in MS Office and business software.

Fluent in written and spoken English.