Client Account Managers

Crown Agents USA, Inc. (CA-USA) is seeking a

Client Account Manager

and a

Lead, Client Account Manager

for the Pooled Procurement Mechanism (PPM) Project in Woerden, The Netherlands.

Our Business

Crown Agents USA (CA-USA), the U.S. incorporated subsidiary of Crown Agents, provides direct technical assistance, capacity development, and procurement services to stimulate economic growth, establish good governance, and improve health outcomes across the developing world. Since its incorporation in the United States in 1998, CA-USA has provided technical assistance services and support to U.S. Government agencies and international organizations such as the U.S. Agency for International Development (USAID), the Millennium Challenge Corporation (MCC), the U.S. Trade and Development Agency (USTDA), Department of State (DOS), and the Gates Foundation.

The Partnership for Supply Chain Management (PFSCM) brings together multiple private sector, non-government and faith-based organizations that are among the most trusted names in supply chain management and international public health and development in the world. PFSCM has been recognized internationally for its work to save lives through stronger public health supply chains; the partnership won two supply chain distinction awards from the European Supply Chain and Logistics Summit in 2010 and was a finalist in the 2012 Supply Chain Innovation Award Competition sponsored by the Council of Supply Chain Management Professionals (CSCMP) and SupplyChainBrain.

The Global Fund to Fight AIDS, Tuberculosis and Malaria is a major financing institution in the fight against these diseases in 140 countries. The Global Fund selected PFSCM to be its primary Procurement Agent for Global Fund principal recipients, under its Pooled Procurement Mechanism (PPM) aimed at ensuring a cost-effective and efficient procurement process that meets all the Global Fund standards for a Procurement Agent. This service provides support to countries to resolve procurement bottlenecks and supply chain management challenges and to facilitate timely access to pharmaceuticals and other health products.

Role & Responsibilities

The Client Account Manager (CAM) works on PFSCM's Global Fund Pooled Procurement Mechanism (PPM) project. The CAM will be responsible for providing direct client relation services to the designated Principal Recipients. The CAM will also be responsible for providing oversight and management on progress of PPM operations while providing inputs for the resolution of challenges and bottlenecks for the designated countries. The CAM will also provide operation support and guidance to other support personnel assigned to meet the requirements of designated countries.

The CAM position will support the Lead, Client Account Manager (Lead, CAM) who will provide supervision, support, and coaching to the CAMs and Client Relations Officers. In addition to this support, the Lead, Client Account Manager will ensure, through guidance of the team, efficient and adequate management of the PPM orders. They will support the Client Relations team to confirm that uniform processes are followed and that tools and experiences across countries and clients are leveraged to maximize PFSCM's success.

Highlights of Specific Responsibilities

Client Account Manager

• Create and update assigned Principle Recipient, final recipient profiles, and shipping information; reviewing and entering all applicable information into PFSCM's CRM.
• Review Price Quotes submitted for approval by buyers and track PQ and order status to assure both meet agreed metrics.
• Assure electronic document storage (Knowledge Tree) for orders is up to date while maintaining hard copy files where required.
• Assure buyers advise Principle Recipients regularly on the status of outstanding Price Requests and Purchase Orders, guaranteeing that buyers complete submission of data into the Global Fund's PQR system where appropriate.
• Interface with the Client Account Officer on Grant/order account balances and ensure timely closure of PQs and POs and completion of final invoices.

Lead, Client Account Manager

• Organize and support the PPM Client Relations unit in full accordance with PFSCM policies and SOPs.
• Give guidance and support to the CAM team on new procurement requests and communication with PRs while periodically evaluating the performance of the CAMs and Client Relations Officers in accordance with PFSCM policy and procedure.
• Coordinate with the RSM team on emergency order support as well as routine orders scheduled to move through the logistics hub.
• In collaboration with CAMs and the Deputy Director, Client Relations, liaise with Global Fund staff to ensure Client Relation activities are meeting Global Fund expectations and requirements; when needed serve as backup for Deputy Director, Client Relations or Client Account Managers.
• On a monthly basis, monitor and provide feedback for PPM KPIs and performance improvement targets while contributing to the development of communication and reporting tools for the project.
• Provide additional support on the continued improvement and utilization of My Orders, serving as backup for user support as needed.
• Ensure that the Client Relations team and Finance team interface effectively on all applicable matters.
• Provide support and follow up on incident management and resolution for the Client Relations team.

Other duties as assigned and as appropriate to the positions. Job Descriptions listing full responsibilities available to candidates selected for an interview.

Qualifications

• Bachelor's degree required, Master's degree preferred for Lead, CAM role; equivalent work experience considered in Lieu of Master's degree.
• Minimum of 4 or more years experience in procurement, sales and order processing, public health, project management, or supply chain management; A minimum of 10 or more years experience required to qualify for Lead, CAM role.
• French fluency with strong written and verbal English language skills required for CAM; English fluency required for Lead, CAM; Multiple language fluency highly desired.
• Previous customer relationship management experience in the public health arena required, and demonstrated experience working in collaboration with communication and knowledge management teams preferred for the Lead, CAM role.
• Previous experience successfully supporting as well as communicating and collaborating effectively with national and sub-national governments, international donors, commercial companies, non-governmental organizations, and other stakeholders in relation to health programs in a low or moderate income environment desired for the Lead, CAM role.
• Ability to travel internationally up to 20% of the time required for the Lead, CAM role.
• Strong interpersonal, communication (written & oral presentation), and representational skills desired.
• Experience with the Global Fund and/or USAID desired.
• Demonstrated ability to utilize Microsoft Office Suite.
• Strong organization skills, attention to detail/accuracy, and an ability to prioritize tasks and activities desired.
• Proven ability to work both independently and as a member of a team.
• Experience with ERP or procurement/supply chain software desired.
• Demonstrated ability to manage account processing with a proven ability to function in a detailed-oriented environment desired.

HOW TO APPLY:

Application Process

To apply to this position, please email your CV to careers@crownagents.com, including your name, along with "#14-1156 CAM", in the subject line. Visit our website atwww.crownagentsusa.com for more information about our company. No phone calls, faxes or walk-ins please. Crown Agents USA is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to race, color, religion, gender, national origin, age, marital status, veteran status, disability or any other status protected under local, state or federal laws.

Candidate must be able to demonstrate legal right to work in the Netherlands.

Crown Agents USA will provide reasonable accommodations to applicants with qualified disabilities in accordance with the ADA. If you require a reasonable accommodation for our application process, please contact our Recruiting department directly. Requests will be kept confidential and shared strictly on a need-to-know basis only.