We are seeking a proactive and customer-focused Trade Account Manager to join our dynamic team. This role is pivotal in delivering exceptional service to our trade customers, ensuring queries are resolved efficiently and professionally, and maintaining high levels of customer satisfaction.
Key Responsibilities
* Respond to customer calls and emails in a team environment, meeting departmental KPIs.
* Resolve queries through first-hand resolution, liaising with internal departments to ensure satisfactory outcomes.
* Handle objections and complaints professionally, using the discount framework guidelines.
* Collaborate with Sales Managers to address ad hoc queries.
* Maintain accurate updates in SAP within agreed service levels.
* Advise customers on out-of-stock items and manage follow-up processes.
* Process credits and discounts as required.
* Manage DOR requests and queries.
* Manually input Arena orders into SAP.
* Log and maintain customer issues in the CRM database.
* Escalate issues appropriately and take ownership of customer concerns, coordinating across departments to ensure resolution.
* Provide feedback on recurring customer issues to help improve processes and prevent future occurrences.
Education, Skills & Experience
1. Minimum of GCSE (or equivalent) level education.
2. Exc...