At ESCATEC, we don't just build great products for our customers; we also build great careers. If you're curious, passionate, innovative, and adventurous, you could make an impact. Our goal is to empower our people to carve their own careers and achieve their true potential. As proponents of internal development, it's our mission to create an environment where employees can flourish creatively and professionally—whatever their passion may be.
Key Responsibilities
* Enforcing core values & Key Performance Indicators (Customer satisfaction, Exceeding Budget/MIR, OTD/OTR achievement, NPI on track, PPV/PVR)
* Handling complex and demanding customers from various markets
* Ensuring customer retention and to seek organic account growth
* First Point of Contact co-ordinating between the functions of Customer, Supply Chain, Engineering, Production, Logistics, Quality and Accounts.
* All Key Account Manager duties expected in an expansive role, across multiple departments
Complex and demanding customers
* Maintain constant dialogue and visit when appropriate to achieve pre-agreed account objectives.
* Provide world class customer service and set standards in the industry
* Responsible for all aspects of customer liaison from initial enquiry, price negotiation, elements of order placement, meeting delivery deadlines and final shipment/payment.
* Meet and exceed the customer's service expectations whilst working within the capacity and capability limits of the organisation.
* Responsible to drive all actions to mitigate any internal and external escalation.
Sales growth
* Maximize sales opportunities with my assigned customer accounts.
* Ensure Escatec financial measures and Department KPI's are maintained as required (stock levels, Service Level Agreements/Manufacturing Agreements, margins/ cost recoveries etc.)
* Work in conjunction with Project Engineering on new project introductions destined for you/ your team members
* Product profitability analysis comparing quoted vs actual CBOM and transformation cost.
* Identify & drive cost hunt activities to improve on product pricing optimization.
* Commercial decision maker with support from B.U.M/P.M.
Co-ordinating all teams
* Confidence in talking to both suppliers and customers and negotiating prices at either end of the chain
* Raising of RFQ's into the CRM system and the subsequent liaison/ coordination of departments contributing to the RFQ process
* Ensuring we understand the customer's needs and that these needs are communicated within the business to ensure first-class service levels
Account Management duties (not limited to)
* SLA/MA implementation and ensure daily operational activities comply with signed MA clauses.
* CBoM creation and maintenance
* Ensure ESCATEC's Customer Service Policy is implemented for customers.
* Quotation compilation and price negotiation, plus follow up and feedback.
* Contract review, order acceptance and forecast management (in conjunction with SCO)
* Prepare and manage business forecasts.
* Consignment material analysis and payment control
* Internal and external reporting (e.g. project status, stock, sales, forecasting, waterfall charts)
* Prepare Customer Service Reports and ensure internal customer business reviews are conducted effectively
* Business retention and expansion through service and improved customer satisfaction
* Review and act where necessary on Customer Satisfaction Survey Results
* Host customer visits and prepare presentations and travel when necessary to meet with customers.
* Follow up on all start-up activities (NPIs) and hold scheduled reviews for customer projects to ensure all milestones meet committed dates.
* Support/contribute to sales growth of other group companies.
* Responsible to develop/acquire new customers according to the sales strategy.
* Prepare and continually update Customer Account Development Plans for your customers and achieve agreed targets for sales and profit.
* Perform other duties as assigned at the discretion of Management.
Relevant Experience
Minimum 5 years' experience in a customer service environment
Specific Skills
Excellent interpersonal skills
Strong project management, business analysis and sales skills
Excellent ability to assess situations and problem solve
Good ability to positively motivate employees
Ability to make decisions and determine priorities in stressful situations
Excellent IT skills including Microsoft Office packages
Effective communication at all levels of a business
Excellent English language skills, both written and verbal
Desirable
Qualified to HND / HNC or equivalent
Degree in Electrical/Electronic/Mechanical Engineering with working experience of 2 years or more in contract manufacturing.
To apply please use this link
Job Types: Full-time, Permanent
Pay: £32,500.00-£35,500.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Company pension
* Free flu jabs
* Free parking
* Gym membership
* On-site parking
* Referral programme
* Sick pay
Education:
* A-Level or equivalent (preferred)
Experience:
* Account management: 5 years (preferred)
Work Location: In person