Focus Account Representative

Job Summary

We are looking for a skilled Focus Account Representative in Customer Service to build and maintain relationships with a portfolio of important customers. The goal is to contribute in sustaining and growing our business to achieve long‑term success. As a Focus Account Representative, you will be part of a cross‑functional team that collaborates to meet internal objectives and exceed customer expectations.

• Build trustful relationships with focus customers.
• Focus on building customer intimacy and delivering exceptional customer service.
• Work closely with other members of the customer service team to effectively manage customer orders and enquiries and communicate up‑to‑date information.
• Collaborate with supply chain to maximize service levels and create a seamless experience for the customer.
• Build strong internal relationships with the sales team to enable a collaborative working environment.
• Actively support the sales team in customer meetings, both face‑to‑face and virtual.
• Actively participate in Focus account strategic meetings.
• Work collaboratively with sales to understand the customer’s forecast and constrained forecast.
• Work collaboratively with sales and product management to understand the customer pricing structure and oversee updates in the system.
• Accountability for reporting customer complaints within our system and subsequent communications back to the customer in a timely manner.
• Participate in a broader cross‑functional complaints team to ensure the root cause is identified and corrective action is in place.
• Ensure customer satisfaction following resolution of customer complaint.
• Coordinate the resolution of credit issues with sales team, finance and the customer.
• Follow up regularly with customers to obtain “voice of the customer”.
• Keep the business updated on information relevant to the focus accounts.
• Identify and lead on continuous improvement activities.

• Minimum of 5 years’ experience in a senior customer‑facing role.
• SAP experience, preferably S4 HANA.
• Strong communication skills.
• Strong problem‑solving and decision‑making skills.
• Export experience.
• Relationship builder with the ability to win the trust and respect of internal and external customers.
• European language skills are highly desirable.
• Ability to manage multiple relationships simultaneously.

• Positive and flexible approach with a can‑do attitude.
• Self‑starter, creative problem solver, adaptable and open to change.
• Ownership and accountability to ensure full customer satisfaction.

Ingevity is an equal‑opportunity employer and bases its hiring decisions on the business need and the best qualified candidates available. We do not discriminate in our employment decisions on the basis of any protected category. Candidates offered employment may be subject to background checks as permitted or required by company policy or applicable law. Ingevity is committed to respecting your data privacy.