About EMS
EMS is a specialist equipment management solutions provider to large manufacturing organisations across the UK, Ireland, Europe and North America; with offices in Belfast, Dublin and Halifax. Operating mainly within the FMCG sector, EMS controls equipment pools that are used to distribute our customers' products to market. Customers include Coca Cola, Britvic, Danone, Nivea and Johnson & Johnson. Pallets are the primary equipment type but other equipment such as totes, plastic baskets and trays are also managed. Due to exponential growth we are now looking for a talented Key Account Manager to join our business to lead our service and operational relationship with our most important customer(s).
Job Summary
You will be responsible for the performance of long term key customers by comprehending their requirements. The ideal candidate will be apt in building strong relationships with strategic customers. You will be able to identify needs and requirements to promote our company's solutions and achieve mutual satisfaction.
You will be a player-manager, able to perform the duties of those who report into you so that you understand the detail but also being able to take a step back and look at the bigger picture.
Working closely with the Customer Relationship Manager: Key Accounts, you will provide first in class service to a range of accounts who have complex logistics and reporting needs/network of sites who have complex logistical and reporting needs, delivering knowledge and reason-based solutions to resolve ongoing problems. You will do this by working closely with your direct report(s), the Customer Data Administrators, who are responsible for managing the day-to-day transactions of your account(s). Additionally, you will implement continuous improvement wherever possible to reduce the amount of time and resource required to facilitate the service EMS provide.
Experience in analytical manipulation and account management is essential as you will be working with large amounts of data on a daily basis and providing solutions based on your interpretations and the relationships you will build with your customer(s)
Responsibilities and Duties
* Develop trusted relationships with a portfolio of major clients
* Acquire a thorough understanding of key customer needs and requirements
* Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
* Serve as the link of communication between key customers and internal team
* Resolve any issues and problems faced by customers and deal with complaints to maintain trust
* Oversee the Customer Data Administrator(s) to ensure the day-to-day needs of the customer are met and internal account audits are performed to analyse health of customers' accounts
* Establish regular review process and have formalised action plans
* Creating insightful reporting to simplify complex situations and resolution options
* Ensure prompt responses to customer queries. Customer service is a priority
* Ongoing analysis of the detail relating to customers and the identification of problems arising
* Communicating clearly and accurately with both customers and the suppliers of customers
* Manage both operational and commercial conversations with customers and suppliers
* Implement customer account review process to increase customer engagement
* Maintain current reporting standards and develop reporting standards once understood
* Improve process for managing accounts by utilising new technologies available
* Work closely with the Customer Relationship Manager: Key Accounts to review account performance and deliver service expected by customer
* Step back from the day-to-day to provide strategical support to the customer on key topics such as:
RFQ's for potential new suppliers (poolers)
Pooler contract negotiation
Supporting the customers strategic targets for their pooled pallet programs
Achieving sustainability goals
* Be the escalation point of contact for customers
* Manage appraisal, absence and disciplinary processes for your direct report(s)
Qualifications and Skills
* Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organisational levels
* Advanced Excel skills & analytical ability is a prerequisite
* Ability to work well under pressure
* High attention to detail
* Excellent organisational skills vital
* Ability in problem-solving and strong negotiation skills
* Player manager
* People person
* Strong written and oral communication skills
* Previous experience within a logistical environment is advantageous
* Ability to interpret and manipulate data and then present and explain it in an understandable format
Requirements
* Able to travel between offices in different countries
* Not a 9-5 job, additional work will be required but flexibility offered in return
Job Types: Full-time, Permanent
Pay: £33,000.00-£34,500.00 per year
Benefits:
* Casual dress
* Company pension
* On-site parking
* Work from home
Experience:
* Account management: 2 years (required)
* Data analysis skills: 2 years (required)
Work Location: Hybrid remote in Halifax