Job Description

At Landis+Gyr, we're helping shape the future of energy—making it more intelligent, resilient, and sustainable.

As a global energy technology leader, we're accelerating the energy evolution through purposeful innovation and trusted partnerships. Trusted by more than 2,000 utilities worldwide, our intelligent solutions connect devices, data, and decisions across the grid, helping customers modernize infrastructure, optimize operations, and deliver energy that is more reliable, resilient, accessible, safe, and sustainable.

Behind every solution is a team of approximately 3,300 employees across more than 40 countries who are passionate about solving complex challenges, driving innovation, and making a meaningful impact for our utility customers and the communities they serve.

Join Team Green and help shape the future of intelligent energy.

The Senior Customer Account Representative serves as the primary point of contact for strategic customers, managing orders, requests, and relationships in a comprehensive manner. They are responsible for ensuring the proper execution of sales orders, overseeing complex or high-risk cases, coordinating with internal and external teams, and offering proactive solutions to meet customer needs. This position requires leadership within the account management team and support in the continuous improvement of customer service processes, maintaining alignment with quality standards and the Integrated Management System (IMS).

Key Responsabilities

• Manage and oversee strategic client accounts, ensuring the timely and accurate delivery of all orders.
• Serve as the primary point of contact for complex or high-risk clients, anticipating issues and proposing proactive solutions.
• Coordinate with multiple internal departments (sales, distribution, service programs, technical support) to ensure that commitments to the client are fulfilled in accordance with company standards.
• Review, approve, and adjust high-impact orders using the iChange application and other management tools, ensuring compliance with contracts and internal policies.
• Provide mentorship and support to other client account representatives, helping to resolve complex cases and sharing best practices.
• Participate in strategic process improvement initiatives within the Order Management Team to optimize response times and service quality.
• Maintain and strengthen key relationships with strategic clients, partners, and distributors to ensure customer satisfaction and retention.
• Work in accordance with the IMS (Integrated Management System), complying with ISO 9001, 14001, 18001, 27001, and 22301 standards.

Required Skills:

Knowledge:

• Extensive knowledge of order management, distribution, and customer logistics processes.
• In-depth knowledge of Landis+Gyr’s products and technical services.
• Familiarity with order management tools, including iChange and ServiceNow.
• Knowledge of internal policies, contracts, and legal procedures applicable to customer management.
• Understanding of integrated quality and management systems (IQMS) and relevant ISO standards (9001, 14001, 18001, 27001, 22301).

Skills

• Excellent verbal and written communication skills, with the ability to interact effectively with customers, distributors, agents, and internal teams.
• Ability to solve complex problems and make quick decisions under pressure.
• Ability to prioritize and manage multiple projects simultaneously.
• Negotiation skills and the ability to handle conflict situations with clients and partners.
• Analytical skills to identify opportunities for improvement in processes and order management.
• Ability to lead, supervise, and mentor other account representatives.
• Proactive and customer-service oriented.
• Attention to detail and precision in managing orders and documentation.
• Ability to establish and maintain strong professional relationships.
• Flexibility and willingness to adapt to changes in processes, priorities, and tools.
• Willingness to travel occasionally as required by client needs or strategic projects.

Tools:

• iChange and ServiceNow for managing orders and customer requests.
• Microsoft Office 365 (Word, Excel, PowerPoint, Outlook) for reports, analysis, and communications.
• Internal ERP systems and databases related to customers and orders.
• Platforms for tracking and analyzing customer service KPIs.

Accountabilities:

• Ensure that performance indicators related to customer satisfaction, delivery times, and order accuracy meet or exceed the standards established by the company.
• Proactively manage risks associated with critical or high-value orders, ensuring that appropriate contingency plans are implemented to minimize impacts.
• Monitor and analyze trends in orders, complaints, and returns, proposing corrective actions to optimize workflow efficiency and improve the customer experience.
• Collaborate with sales, distribution, and logistics teams to anticipate and resolve issues before they affect delivery or billing.
• Oversee the implementation of improvements to order management processes and the tools used, ensuring that internal procedures are consistently followed.
• Maintain constant communication with strategic clients to assess satisfaction levels and identify opportunities for improvement or new services.
• Report regularly to management on the department’s performance, including order fulfillment metrics, recurring issues, and proposals for process optimization.
• Actively participate in special projects that impact the customer experience, such as the implementation of new tools, system integration, or cross-departmental process improvements.
• Ensure that all documentation, records, and reports related to orders and customers are complete, up-to-date, and comply with applicable audit standards and ISO regulations.

Required Experience:

Education

o Bachelor’s degree in Business Administration, Commerce, Industrial Engineering, Marketing, or a related field.

o Courses or certifications in customer management, sales, logistics, or customer service are a plus.

Experience

o Minimum 3 to 5 years of experience in account management, customer service, inside sales, or order management in B2B or manufacturing environments.

o Previous experience working with ERP systems (preferably SAP) and order management and CRM tools.

o Experience coordinating with multiple departments and tracking complex processes, including logistics, billing, and distribution.

o Knowledge and application of ISO standards or integrated management systems (IMS) is desirable.

o Experience in conflict resolution, negotiating with customers, and handling critical order or delivery situations.

Additional skills:

o Ability to work under pressure and meet time and quality objectives.

o Excellent written and verbal communication skills, both in Spanish and, if possible, in English.

o Ability to analyze order information, performance metrics, and customer trends to propose improvements.

We value and encourage diversity in our team. This position is open to all qualified candidates regardless of gender, race, age, disability, sexual orientation, or background. We're committed to shaping a better future for everyone. Join Team Green and be part of what's next in energy. #TeamGreen