Job Ref: 214156593

Date: 2021-07-08 13:40:32

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Acting as the main point of contact for all customers you will proactively manage account service levels. This will involve building long term relationships with customers whilst working closely with Sales to maximise customer retention.

Based in Marlow, this is a 12 month maternity cover. Salary £20,000 – £24,000.

Key Responsibilities:

* Liaising with operation asset teams to manage large key national customers, ensuring best cost effective solutions are applied

* Working closely with the Forecasting Team to provide daily accurate forecasts (and within SLAs)

* Maintaining up-to-date knowledge/data/information across their product/financial/operational processes in order to deal with queries in a professional and timely manner

* Responding promptly (within timescales) to all complaints raised, ensuring a high level of customer service at all times and ensuring written correspondence is presented in a clear/concise/accurate manner

* Recording all invoice queries, monitoring response times and escalating issues

* Reporting on SLA to customers/mailing houses by providing accurate operational, Key Performance Indicator (KPI) and service analysis reports to agreed timescales and creating reports to identify major service issues

* Analysing service provision to enable identification of continuous service improvement and/or cost saving opportunities

* Managing/resolving/updating/maintaining the central issue log, communicating with operational colleagues regarding issue resolution

* Investigating any trends in service issues, finding practical resolutions to prevent repeat problems, whilst looking for continual improvement (involving/escalating to Sales when necessary)

* Attending regular review meetings with Sales to receive business updates/contribute to strategy development and forthcoming

Essential Skills/Experience:

* Previous business to business account management of small-large customers (minimum 2-3 years) and with customer service experience

* Previous logistics experience (desirable)

* Good organisational skills with the ability to prioritise/multi-task/problem-solve/analyse data

* Ability to work as part of a team, demonstrating a “hands-on”, “can do”, “will do”, attitude

* Self-motivated with the ability to work with minimal supervision, working to deadlines whilst maintaining a high level of accuracy

* Excellent/confident communicator, both face-to-face, written and on the telephone

* Ability to influence/gain commitment from internal/external customers

* IT literate – proficient in MS Office, Outlook, CRM and Excel (V-Look Ups and pivot tables)

* Full driving licence as will, on occasion, be expected to travel to other business and/or customer sites for meetings (as required)

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