Who are we?
Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers, while minimizing the impact on the environment.
Summary:
This role assists our Key Account Customers to thrive through the necessary execution of administrative duties. Working with the Key Account Success Manager, this role provides a support network for our Key Account Managers (‘KAM’) and Key Account Success Executives (‘KASE’), ensuring their customers and ongoing requirements are executed timely and accurately to ensure a positive Customer Experience. Our Key Account Success team leads portfolio growth through devoted support and one-on-one relationship management of our Facility Managements End-Users. Resulting in continued engagement of all products and reduced customer churn.
Responsibilities:
* Process accurately and timely to support the broader team in achieving revenue growth objectives.
* Assist the team with producing quotes, pricing, contracts, and other customer-facing documentation.
* Be a transactional processor for the team and all output of customer requirements off/on the system.
* Collate, manipulate and deliver required reports, including Spend/Rebate/Asset reports.
* Process singular and mass customer data entries and updates as requested.
* Manage Price Amendments, Hierarchal Updates, and Asset Verifications through to the conclusion.
* Serve as a trusted KAM/KASE partner to increase performance across the team and portfolio(s).
* Understand KPIs and targets, ensuring all input contributes to their success.
* Customer portal data entry and support as required by the customers varying needs.
* Support gap analysis of the customer portfolio to identify opportunities and challenges.
* Accurate CRM/ERP updates daily, ensuring the safe handling of customer data.
* Collaborate with KAM/KASE to process necessary administrative activities to support cash collection.
* Raise Credit Notes and Invoices channelled through the team.
* Assist in the administrative output of Account Reviews, ensuring escalations are handled with priority.
* Support price/tactical increase activities to defend the targeted revenue gain and relationships.
* Ensure appropriate Churn-Defence stakeholders are notified of customer flight risks.
* Support your team and Line Manager in the delivery of business objectives.
* Own customer communication (verbal/written) to support attendance of customer locations.
* Maintain strong communications with customers, all departments, and colleagues.
* Comply with and suggest improvements to the customer journey, policies, and processes.
* Positively promote the brand and company mission, living by and promoting our company values.
* Be available for all team and customer administrative and processing support requirements.
Requirements
Essential:
* Demonstrated strong ability to handle diverse and competing priorities against a deadline.
* Demonstrated attention to detail.
* Demonstrated strong oral and written communication skills, building and leading rapport at all levels – internally and externally.
* Demonstrated competence in using Microsoft Office tools and CRM systems.
* Demonstrated reporting capability, collating multi[1]sources of data to present coherently.
* Demonstrated ability to present data and customer-facing documentation in a polished way.
Desirable:
* Proven experience in supporting Key Accounts.
* Presentation skills (creation of).
* Ability to handle complex and varying levels of data.
* Strong knowledge and demonstrated skills in utilising a CRM effectively.
* Demonstrated problem-solving skills.
Benefits
* Monday - Friday working pattern
* 23 days' holiday + Bank Holidays - increasing with long service
* Company Pension scheme
* Company Sick Pay (after qualifying period)
* Enhanced Paternity & Maternity benefits
* PerkPal Benefits + 24 hours access to Employee Assistance Programme + Volunteering Day
* Employee support network and mental health assistance
* Career progression opportunities