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vacancy: Customer Service Account Manager

Closing date:

Start date:

Location:

Salary:

15/03/2021

15/03/2021

Knaresborough, Yorkshire

Competitive

Purpose

12 month fixed term contract.

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.

 

Responsibilities/Key Deliverables

  • 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

 

Core Competencies

  • 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.