Service Account Representative

Job Summary

Service Account Representative (multiple openings)

Position is located in Denton, TX. 10% domestic travel required. Tetra Pak is not sponsoring work visas or relocation for this position.

As a Service Account Representative, you will:

• Collaborate directly with Services Account Managers and serve as the main customer contact for operational Services business matters.
• Facilitate Services sales growth ambition through sales opportunity analysis, proactive planning, management of service contracts, service coordination, and customer support.
• Offer quality service with innovative solutions, looking to drive excellence in customer service, customer experience, and initiatives to drive productivity through automation.
• Cover one or more Strategic and Operational Accounts and serve as a member of a team covering a geographical area.
• Independently lead a defined transactional account in agreement with Services Account Management.
• Act as an expert to support technical and business efforts in specific food categories, including by proactively monitoring and following up on the pipeline of Services (inside and outside Service Agreements) and driving growth for Services sales together with Services Key Account Managers and Services Account Managers in that business area.
• Leverage insights from customers and data to upsell and cross-sell by creating leads and opportunities.
• Participate in customer relationships from an operational perspective and transactional sales perspective through structured communication.
• Participate in the analysis of and follow-up on customer experience results together with Services functions.
• Lead communication and planning with customers for service and maintenance events, permanent and containment solutions, action orders, and mandatory re‑building kits, as well as lead and coordinate internally with other functions in the scoping and delivering of those events.
• Follow up on timely execution for Service Agreements execution and profitability.
• Lead customer inquiries in order to adequately respond and channel into the organization.
• Support the Account Management team with inputs to prepare and execute account plans, process quotations, and manage invoices.
• Drive continuous improvement and/or productivity initiatives.

Bachelor's degree in Business Administration, Accounting, Data Analysis, Business Analytics, Economics, or a related field, and 3 years of experience in customer service. In the alternative, we accept 5 years of experience in customer service.

Must have:

• 3 years of experience with SAP/R3 including BO (Business Objects) functionalities.
• 3 years of experience with Microsoft Excel using advanced formulas (such as VLOOKUP, IF, INDEX and nested functions), data management functions (sorting and filtering data, using data validation and working with tables), conditional formatting and pivot tables.
• 1 year of experience with Microsoft PowerBI reports using filters and slicers to view specific data within a report, exporting data to Excel or CSV, utilizing drill‑down and drill‑through features, creating and saving custom views of reports (bookmarks) and interpreting complex visualizations to provide insights from the data presented.
• 2 years of experience managing deliverables for a contract portfolio worth >$1 million USD or providing customer service for a portfolio of accounts worth >$10 million USD in sales.
• Implemented at least 2 projects to optimize manual processes in customer service operations.

• A variety of exciting challenges with ample opportunities for development and training in a truly global landscape.
• A culture that pioneers a spirit of innovation where our industry experts drive visible results.
• An equal opportunity employment experience that values diversity and inclusion.
• Market competitive compensation and benefits with flexible working arrangements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.