Working within the operations team, this role manages orders from cradle to grave to ensure customer lead time are met. The CSM will have a dedicated set of customer accounts to manage. They will act as the conduit between sales support, procurement, manufacturing and logistics functions and the customer. Each day checking daily on the status of the orders, dealing with customer queries and communicating on timely basis of any issues. The key measures of success include meeting or exceeding the following KPI’s: On Time in Full (OTIF), Customer Lead Time Requests, NPS score.
Monitor customer quotes and customer entry processes to ensure delays are minimized
Daily monitoring of order status to provide early alert of any issues and working with internal colleagues to recover the situation
Handling emails and customer queries, acting as friendly expert of the business
Working closely with Sales and Sales support to manage customer expectations
Keeping records of customer interactions, transactions, comments and complaints for future reference
Promptly acknowledging and providing information to resolve customer enquiries/questions/complaints
Communicating with customers through various channels
Build relations with customers to develop a greater understanding of their requirements
Work in collaboration with the Sales & Sales support team
Maintaining a positive, empathetic and professional attitude toward customers at all times
Communicating and coordinating with colleagues as necessary
Maintain updated knowledge of all company products and services
Share Customer feedback with appropriate departments and team members to support issue resolution/prevention.
Foster and maintain relationships with customers to improve retention and growth
Reporting satisfaction ratings, customer performance metrics and OTIF
Ownership of CDN process and communication
Attend all required customer service-related meetings
At least A level or equivalent
Working knowledge of all aspects of business operations
Demonstrated ability to influence
Excellent organisational skills
Highly developed interpersonal communication skills
Excellent verbal and written communication skills
Empathetic to client’s requests / queries
Highly developed problem-solving skills
Good knowledge of systems & process literacy
Understanding of commercial issues and financial considerations
Dimension of role
Based at the naughtone Head Office in Knaresborough, the Customer Service Account Manager will report directly to the Customer Experience Manager. Managing a portfolio of clients, you will build business relationships and work closely with them and the Sales team to ensure that we provide a first-class customer service.
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