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Customer Account Manager - Maternity Cover

Posted 4 January by Inex Associates Ended

Customer Account Manager: 10 Month Maternity Cover

JOB PURPOSE:

To maximise the Commercial sales opportunities and customer experience, using a combination of consultative selling, strong account management, up / cross selling and new customer acquisition. To balance the maximisation of margin opportunity with customer sustainability, by using a combination of account management and negotiation skills to increase margin across your customer portfolio. Working in a quality-focussed environment where we strive to exceed customer expectations by team-working, professional interaction and effective communication.

OPERATIONAL EXCELLENCE:

  • Develop and maintain a comprehensive knowledge and understanding of all the company's commercial products and services
  • Handle inbound contact (calls, emails and other channels as required) and support the customer through a consultative sales approach
  • Negotiate a sales price within the agreed authority structure to maximise profitability
  • Ensure the cross-selling of other relevant products and services, effectively matching customers' current and potential future needs
  • Ensure that all sales opportunities are maximised, taking every opportunity to secure the sale
  • Ensure that you have industry knowledge of the customers within your portfolio of accounts
  • Manage existing accounts through
  • Production of SWOT analysis per customer with Business Account Managers
  • Retain existing customer numbers, volume and margin
  • Achieve growth / development within existing portfolio (volume and margin) in line with targets and KPIs
  • Identify full customer growth opportunities
    • Ensure a good working relationship with the Business Account Managers in your team in order to provide sales and customer service excellence:
  • Support order taking when required
  • Identify new business prospects, including validation on the relevant systems
  • Referral of calls / leads / development of accounts as appropriate
  • Deputise for Business Account Managers if required
    • Support new sales activities for fuel and ancillary products in line with campaign activity and prospecting of lapsed / lost customers
    • Deliver sales excellence through driving profitability and achieving performance targets
    • Create and maintain an up to date knowledge of competitor activity and developments, and record them on the appropriate system
    • Respond to customer enquiries and information requests in a professional manner; ensuring accounts are up to date
    • You will be responsible for the management of;
  • Prospect customers utilising account management tools such as sales pipeline reporting, whilst working with seasonal demands
  • Legal diary for existing contracted commercial accounts to facilitate retention
  • Retention of existing customer portfolio
  • Prevention of existing account degradation via action plan reporting
  • Developing & managing 'real' relationships with customer portfolio to prevent churn
    • Ensure all calls are handled compliantly and in accordance with agreed company standards
    • Record accurately all customer interactions (quotes / sales / enquiries / reason codes) on the appropriate system; in accordance with company guidelines/standards
    • Handle all customer financial details in an appropriate manner, as specified in the agreed finance processes, which includes:
  • Checking available credit for the customer
  • Orders are released with credit control
  • New prospect customers are credit checked and CAF's (Credit Application Form) completed
  • Managing credit / debit card payments compliantly
  • Raising requisitions for credit and debit notes
    • Where gaps in knowledge exist/are identified, seek out sources of information that will bridge this gap
    • Ensure effective use of IT systems, in line with the relevant Company policies and procedures

CUSTOMER SERVICE:

  • Deal with customers in a polite manner, exceeding customers' expectations of service
  • Be the first point of contact for customer service with regards to your customer portfolio:
  • Review and resolve queries with on-stop accounts
  • Establish resolution for local delivery issues
  • Investigate complaints, providing resolution where appropriate
  • Proactive customer contact to review service delivery
  • Support local marketing programmes (attendance at shows etc)
    • Identify all current customer needs, and investigate future potential needs though effective account management, fully utilising the company sales approach, in order to present customers with the relevant products and services that will contribute to their satisfaction
    • Ensure customer complaints are handled in a polite and effective manner and are appropriately logged on the complaints system and escalated in line with the Company complaints procedure

Skills / Qualifications / Experience

  • B2B Contact Centre experience is desirable
  • A proven track record in telephone selling and up / cross selling is needed
  • Account management experience is desirable
  • Self-confidence and good interpersonal skills
  • High degree of self-motivation and time management
  • Resilient, persistent and hardworking
  • Target driven / results orientated
  • Able to build the appropriate level of professional rapport with customers
  • Can handle customer objections assertively
  • Can manage customer interactions with empathy
  • Good organisation skills and ability to prioritise
  • Good listening skills
  • Excellent verbal communication skills
  • GCSE Maths and English a requirement

Reference: 34140132

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