Trade Account Manager
Location: Nottingham, England, United Kingdom
Salary: £28,000.00
We are seeking a proactive and customer-focused Trade Account Manager to join our dynamic team. This role is pivotal in delivering exceptional service to our trade customers, ensuring queries are resolved efficiently and professionally, and maintaining high levels of customer satisfaction.
Key Responsibilities
* Respond to customer calls and emails in a team environment, meeting departmental KPIs.
* Resolve queries through first‑hand resolution, liaising with internal departments to ensure satisfactory outcomes.
* Handle objections and complaints professionally, using the discount framework guidelines.
* Collaborate with Sales Managers to address ad‑hoc queries.
* Maintain accurate updates in SAP within agreed service levels.
* Advise customers on out‑of‑stock items and manage follow‑up processes.
* Process credits and discounts as required.
* Manage DOR requests and queries.
* Manually input Arena orders into SAP.
* Log and maintain customer issues in the CRM database.
* Escalate issues appropriately and take ownership of customer concerns, coordinating across departments to ensure resolution.
* Provide feedback on recurring customer issues to help improve processes and prevent future occurrences.
Education, Skills & Experience
* Minimum of GCSE (or equivalent) level education.
* Excellent telephone manner with strong verbal and written communication skills.
* Proficient in Microsoft Office (Word, Excel, Outlook).
* Strong time management and organisational skills; able to prioritise effectively.
* Self‑motivated with the ability to work independently.
* Experience in customer service or contact centre environments (desirable).
* Familiarity with SAP and/or CRM systems (desirable).
* Willingness to attend training and engage in personal development.
* Open to receiving and acting on constructive feedback.
We understand that there is no ‘one size fits all’ approach, and with this in mind, we are dedicated to providing an inclusive workplace where every colleague feels valued and comfortable to be their true self. If you require any reasonable adjustments throughout the recruitment process, please do let us know and we will be happy to accommodate.
Everyone who applies will receive a response.
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