Junior Customer Experience Account Manager
Senior Customer Experience Account Manager
Location:
Tilbury
Working Hours:
09:00 - 17:30 Monday – Friday
Job type:
Permanent
About Pro Carrier
The guiding principle of Pro Carrier is to allow our customers to find sending their goods to and from anywhere in the world as easy and streamlined as possible across a range of offerings and all modes of transport.
Formerly known as DG International, the company was established in 2009 to provide high levels of customer service to a range of clients importing into the UK from Asia via sea and air. The company has grown rapidly since then and now offers a range of logistics services across diverse industry sectors.
Pro Carrier’s growth has been underpinned by a commitment to a set of shared values that creates a high-performance culture. We have employed self-motivated people who are empowered to make decisions to accelerate our growth.
Pro Carrier is poised for significant growth, with a strategy to grow to double in size over the next three years, with Pro Carrier being at the forefront of that plan. The leadership team is experienced, dynamic and client-centric, and the focus for growth is around new technology offerings that compliment current services and additional market share from emerging markets.
Your new role:
As a Junior Customer Experience Account Manager, you will play a role in delivering exceptional service and driving commercial success. Working closely with the Senior Customer Experience Account Manager and collaborating with cross-functional teams, you will manage customer accounts, foster client relationships, and contribute to Pro Carrier’s growth objectives.
Responsibilities:
* Account Management:Oversee a portfolio of customer accounts, ensuring exceptional customer satisfaction and retention through proactive engagement.
* Revenue Growth: Drive profitable revenue growth by identifying, qualifying, and securing new opportunities within existing accounts, aligning with company targets.
* Cost Optimisation:Identify and implement cost-saving initiatives that enhance operational efficiency without compromising service quality.
* Business Reviews: Deliver insightful quarterly, and annual business reviews to clients, showcasing value-added services and performance metrics.
* Cross-Functional Collaboration:Partner with the Customer Experience team and other departments (e.g., Operations, Sales, and Technology) to innovate processes and elevate service delivery.
* Customer-Centric Service: Provide best-in-class customer experiences by prioritising client needs, resolving issues promptly, and maintaining open communication.
* Reporting & Analytics:Generate detailed reports for clients and internal stakeholders, leveraging data to inform strategic decisions and highlight growth opportunities.
* Competitive Positioning:Monitor competitor activities and build strong client relationships to safeguard accounts and maximise revenue potential through upselling and cross-selling.
* Peak Period Support:Provide leadership and support to the Customer Experience team during high-demand periods to ensure seamless operations.
* Technology Adoption: Utilise internal systems and tools to streamline processes, enhance client interactions, and stay ahead of industry trends.
What you'll need to succeed:
To excel in this role, you will bring a proven track record of success in account management within the logistics or e-commerce sector, combined with a passion for delivering outstanding customer experiences. Specifically, you will demonstrate:
* Experience: Customer facing experience, e-commerce or related industry knowledge – desirable
* Customer Service Excellence: Exceptional customer service skills, with the ability to build trust and long-term relationships.
* Communication Skills: Strong verbal and written communication, with the ability to engage clients, colleagues, and stakeholders at all levels.
* Interpersonal Skills: Collaborative team player with the ability to work cross-functionally and influence outcomes in a fast-paced environment.
* Adaptability: Quick to learn and master internal systems, processes, and product offerings, with a proactive approach to embracing new technologies.
* Competitive Awareness: Ability to respond swiftly to market and competitor challenges by leveraging strong client relationships and comprehensive product knowledge.
What You'll Get in Return
In return, you can expect to be given considerable responsibility for implementation, and work closely with a small leadership team where your efforts and success will be noticed.
We offer a competitive remuneration package, including free gym membership, private medical care and an employer pension contribution of 5% (based on the employee contributing 5%). We also offer free snacks (Chocolate, Fruit, Crisps, Protein Bars, Protein Shakes, Soft drinks etc) Pay day treats (free lunch or breakfast on us!), Company social events via our social committee, Employee of the month awards (a £500 bonus if you win!) plus many more!
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Apply for thisrole
Find out more about this position with Pro Carrier by speaking to a member of our team by phone or email.
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