Job Description
Job description:
What's in it for you?
Competitive salary plus a Sales Improvement plan
25 days annual leave plus bank holidays
Health and well being package
Discounts and events
Free hot drinks
Great company pension
Private medical insurance
Life assurance plus many more
Overview:
The Office Customer Account Manager (OCAM) will be part of the Micro Markets sales team acting as an ambassador for the Lavazza Professional brand. They will be operating within an often rapidly changing framework whilst offering the highest levels of customer service.
They will provide effective customer account management to drive customer satisfaction, loyalty, and growth, building strong relationships with our existing customers. With a list of targeted customers from which they will look to grow through the management of categories and products sold to consumers via the Micro Market.
They will work collaboratively with colleagues to deliver the required results creating a high performing team culture while being flexible and open to new ways of working, keeping Customer Centricity and business growth at the forefront.
The OCAM will act on any risks or opportunities in a prompt manner. Acting in line with our business values, the OCAM will look to continually improve the relationship, the throughputs, and the longevity of each customer in all aspects of the customer service that we provide.
They will manage escalated customer queries & complaints to effective resolution - ensuring a response is provided to customers in a timely manner and utilising where applicable the Channel Manager or Project Manager for Micro Markets.
Additionally, the OCAM will support new product launches and changes across the market.
The OCAM will deliver the sales targets through the following levers:
* Drive basket spend; meal deals and sales penetration metrics within Micro Market base
* Ensure Customer performance is in line with commercial metrics; adjusting & re-negotiating commercials as required
* Sell addition services and solutions to customers
* Successfully renew customer contracts
* Manage master data and work with billing teams to ensure invoicing is correct and accounts have no bad debt
* Support consumer & customer engagement with promotions and marketing campaigns
* Visit customer sites as required occasionally in the field
* Analyse 365 transaction, shrinkage & waste data to drive actions which improve sales, efficiencies and operating models.
* Liaise with 3rd party suppliers as required
* Work with CSTs & customer services to create blueprints and ways of working moving forward to support Micro Markets
Additionally, they will ensure all customer information is kept up to date and notes of all conversations are recorded.
Knowledge, Experience and Qualifications:
Education & Professional Qualifications –
* GSCE Maths & English
* High level of literacy and numeracy
Knowledge and Experience –
* Excellent written/verbal communication skills
* Excellent telephone techniques
* Excellent planning & prioritisation skills to effectively manage a high workload
* Good IT skills, with experience in SAP, Salesforce, Excel, and Outlook
* Ability to build good working relationships with internal and external customers
* Problem solving
* Ability to forecast accurate future sales to support the Sales & Order Process within the business
This role will be office based for the first six months, there maybe the flexibility after this period to utilize the company Hybrid policy. All candidates should be located within the UK due to the interview process.
The successful candidate will undergo back ground checks which may include a DBS check.
Job Type: Full-time
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site gym
* On-site parking
* Private medical insurance
* Referral programme
* Sick pay
Work Location: In person