This is a fast paced and exciting role within the Commercial team where you will be responsible for working closely with our customers to provide proactive support that improves our service levels and opens up new sales.
Whilst supporting Senior Account Managers with larger customers you may be responsible for the management of sales and relationships with your own specific smaller customers. You will maintain the company's existing relationships your customers, so that they will continue using the company for business.
You'll combine strong problem-solving skills with an ability to build rapport quickly. Your attention to detail and keen eye for growth opportunities will make a real impact to our customers and our bottom line.
Travel will be required as part of this role.
Purpose of the role
This role serves as a primary point of contact for customers with the account management team. A typical day will varied, so you'll need to be highly organised and brilliant at juggling your workload. You'll play a vital role in helping the business to achieve its sales and service targets, from following up recent quotes, setting up new accounts, onboarding new customers and resolving account queries, building strong customer relationships in the process.
This is an office-based role, with the wider Commercial team and support functions close at hand for learning and support. Highly articulate, you will be meticulous in preparing appropriate documents, powerpoint presentations, excel spreadsheets and maintaining digital records to support the Commercial team day-to-day. Occasional off-site customer meetings and event attendance may be required.
Working with a wide range of customers by phone, email and face to face, you will provide prompt, accurate information about our products, prices and processes, delivering the highest levels of professionalism and customer service at all times.
Duties and Responsibilities
Sales through service
· Identify improvement opportunities and sales potential within your account base, to drive and deliver service improvements and commercial growth.
· Document all discussions, opportunities and actions carefully, capturing detailed notes of customer needs and accurately estimating value potential and costing considerations.
· Formulate a structured approach to accessing key decision makers, preparing detailed and compelling materials to facilitate discussions that successfully negotiate contracted rates and terms, using the guidelines provided.
· Carry out direct campaigns via telephone, email and events to develop and convert new sales leads.
· Collaborate effectively with other back-office functional teams to provide great customer service and achieve targets across service, margin and revenue.
Customer support and account development
· Diligently address queries and complaints with care and expertise to achieve swift and effective resolution.
· Prepare, revise and maintain all commercial and customer documents, plans, proposals and records using the templates and digital systems provided, keeping records up to date after all interactions.
· Develop performance summaries and charts, analysing results to identify improvement recommendations.
· Build relationships to become an effective and credible point of contact for the customer.
· Keep comprehensive records of your customer's needs and challenges.
· Proactively identify and evaluate customers' needs to deliver high levels of service that fosters trust, and drives customer satisfaction and retention, going the extra mile to engage or support customers when needed.
Applicant Criteria
Industry experience required:
· B2B customer service or sales experience essential.
· Courier/ Logistics experience ideal, but not essential.
· Experience of working to strict Governance and Compliance requirements.
Candidates must be able to demonstrate:
· Personal ownership and provision of outstanding customer service and relationship management.
· Exceptional administrative skills required to maintain records fully and accurately.
· A high degree of patience, attentiveness, resilience and problem-solving.
· Sales and effective negotiation, comfortable discussing pricing.
· Excellent personal presentation and high standards of communication.
· Highly organised and able to work well with conflicting priorities.
· Able to work under your own initiative, anticipate change and prioritise workloads.
· An engaging personality, capable of building rapport quickly, generating enthusiasm, collaborating on new ideas and reacting positively to change.
Technical skills required:
· Exceptional attention to detail in all written and verbal communications
· Fluency in written and spoken English essential.
· Comprehensive ability using Excel, PowerPoint and Word.
Job Types: Full-time, Permanent
Pay: Up to £35,000.00 per year
Benefits:
* Bereavement leave
* Casual dress
* Company pension
* Free parking
* Health & wellbeing programme
* On-site parking
* Sick pay
* Store discount
Ability to commute/relocate:
* Tamworth B78 3HH: reliably commute or plan to relocate before starting work (required)
Experience:
* Account management: 1 year (required)
* pricing negotiation: 1 year (required)
* Logistics Industry: 1 year (preferred)
* B2B Customer Service: 3 years (required)
Licence/Certification:
* Full Driving Licence (required)
Work Location: In person