What we are looking for:
Are you a confident, proactive, customer-centric Account Manager with a passion for going the extra mile whilst providing realistic solutions? Can you effectively collaborate with other departments while prioritizing the customer's needs?
We are recruiting for a Customer Service Account Manager who is focused on delivering "best-in-class" service to our customers. We are on a journey to transform customer experience through building and developing strong relationships and providing personalised service based on our customers' needs.
You will report to the Customer Service Manager daily. This role requires strong relationship management skills with the ability to deliver market-leading service across a portfolio of customers.
The successful candidate will be responsible for all aspects of account management, including but not limited to order processing, billing, arranging deliveries, liaising with stakeholders, and query/complaint management.
What you will need to do:
• Develop a comprehensive understanding of the company's products.
• Respond to incoming customer inquiries promptly, efficiently, and courteously via phone and email.
• Assist customers with order placement, card payment, tracking, cancellations, and modifications. Ensure that customers receive a smooth and seamless buying experience from place of order to delivery.
• Liaise with operations and transport to arrange deliveries.
• Up-Selling: Identify opportunities to promote additional products to benefit the customer.
• Issue Resolution: Act as a liaison between customers and internal teams, advocating for timely resolution of issues and ensuring a positive customer experience.
• Relationship Building: Cultivate strong, trust-based relationships with customers,
• Conduct regular reviews with customers via teams to ensure we are meeting their expectations and the sales forecasts.
• Follow agreed processes and procedures to consistently achieve customer service standards.
• Planning and managing your own workload, considering changes in customer priorities.
• Adapting quickly to changes in the volume of demand, operating processes, and technologies
• General administration duties including maintaining and updating logs, databases, trackers
and spreadsheets, ensuring that information is kept up to date.
• Any other ad-hoc duties to support the wider team and company as required.
What we need from you:
* Two year experience in account manager role or Similar.
* Customer focused and previous customer service experience.
* A proactive approach to managing a Business-to-Business customer portfolio.
* Strong communication skills
* Well-developed MS Office skills (Word, Excel, PowerPoint and Outlook)
* Excellent organisational and time management skills with a strong ability to build relationships and establish customer trust.
* Problem-solving skills to resolve customer queries / enquiries
* Be able to work as part of a team and be self-motivated to work independently.