Account Executive in Coventry

Speciality Fibres and Materials Ltd (SFM) is a global B2B manufacturing partner specializing in advanced wound care technologies, with expertise in gelling fibres and x-ray detectable yarns. The company operates ISO-certified clean rooms and employs a highly skilled team to produce innovative, high-quality solutions. SFM has proprietary technology for creating cellulose fibres with silver nanoparticles, providing advanced absorption and healing capabilities. By focusing on safety, quality, and efficiency, SFM consistently delivers cost-effective products aimed at enhancing patient care and wellbeing within the advanced wound care industry. The company is headquartered in Coventry, and its R&D facilities are equipped to support innovation and product development in a controlled environment.

Working Hours: Monday to Friday, 37.5 hours per week

Contract Type: Permanent

We are seeking a passionate and driven Account Executive to join our team. This is an exciting opportunity for someone who enjoys engaging with customers, delivering excellent customer service, and achieving sales targets. As the key liaison between customers and internal teams, you will ensure seamless delivery and an outstanding customer experience.

To excel in this role, you must have a minimum of 5 years of experience in manufacturing customer sales or commercial management, preferably within the medical industry. Candidates from other specialist manufacturing sectors will also be considered. We are looking for someone who thrives in a small to medium-sized company environment, where collaboration, hands-on involvement, and multitasking are essential. The role requires quick learning, as technical knowledge of our products and the regulatory landscape is necessary. You will work closely with the Head of Business Development and the Operations Team, orchestrating actions across departments to meet customer needs effectively.

Key Tasks and Responsibilities:

• Manage customer accounts and deliver excellent customer service.
• Respond promptly to customer communications.
• Provide order confirmations and delivery updates to customers.
• Update order management systems with order details.
• Assist the Line Manager with forecast queries and chase customers for forecasts.
• Address customer inquiries regarding invoices, order updates, quality documentation, and other administrative matters.
• Proactively liaise with customers on order management processes, advising of any changes.
• Raise customer invoices and credit notes.
• Coordinate with the Operations department on stock allocation.
• Work with Quality Control (QC) to ensure all testing is completed.
• Collaborate with Logistics for timely order dispatch.
• Send customer surveys and monitor the Commercial inbox, allocating emails to Business Development when required.
• Provide data for monthly Key Performance Indicators (KPIs).
• Send samples as needed.
• Provide assistance and holiday cover to the Commercial Assistant when necessary.
• Ensure orders are delivered on time and in full by working closely with production, quality control, regulatory affairs, and the warehousing department.
• Deliver on key performance indicators per agreed objectives and plans, such as On-Time-In-Full (OTIF) and customer feedback.
• Complete monthly reports accurately and on time.
• Support the customer complaints process, ensuring investigations and corrective actions are implemented promptly.
• Assist the Business Development Team with onboarding new accounts.
• Maintain sample store stock levels.
• Support the Customer Experience and Quality Director with reporting requirements.
• Assist with the sales forecast process.
• Perform any other duties as required by the company.

Key Skills and Abilities:

• Minimum of 5 years’ experience in a similar role.
• Ability to learn quickly and adapt to new challenges.
• Enthusiasm and willingness to go the extra mile to ensure customer satisfaction and meet sales targets.
• Passion for achieving results and success.
• Previous manufacturing experience, preferably in a medical device organization.
• Strong attention to detail and ability to focus on complex administrative tasks.
• Excellent interpersonal skills to develop and maintain good working relationships internally and externally.
• Ability to work independently and as part of a team.
• Exceptional written and verbal communication skills.
• Flexible attitude and ability to work under pressure and meet tight deadlines.
• Awareness of medical device regulations, including The Medical Device Directive, ISO13485, FDA QSR 21 CFR 820, is ideal.

Application Process:

Qualified and interested candidates should send their CV and a covering letter detailing their suitability for the role to recruitment@sfm-limited.com. This role offers a fantastic opportunity to be part of a dynamic team, where you will play a pivotal role in ensuring customer satisfaction and driving business success.