Brief Description of Role (i.e. purpose of role)
First point of contact for a defined list of customers. Handle order requests, queries and help deliver excellent customer service. Ensure accurate and timely recharge of additional costs. Our Client6 is looking for 6 Commercial Account Managers.
Key Activities & Responsibilities
Key Activity 1 - Health And Safety
Responsible for one's own, co-workers and stakeholders health and safety.
Key Activity 2 - Service Delivery
Handle customer order requests and provide accurate and timely information about services, lead times and costs.
Keep customers informed of any impact or changes to their orders as soon as possible and in the case of delays, provide alternative options and costs with the communication.
Ensure key events of the transports are communicated immediately such as load and delivery confirmations.
Through the creation of an order, ensure all the required details are captured in the system and communicate key requirements to other internal departments to ensure all customer requests are met.
Key Activity 3 - Cost Recovery
Through the kickback report and review of the jobs after completion, review, advise the customer and recharge all applicable additional costs.
Key Activity 4 - Continuous Improvement
Review and monitor templates against completed orders to ensure all necessary instructions are available for relevant parties. Review complaints and implement safeguards to avoid repeated issues. Highlight to Team Leader any costs repeatedly incurred that are unrecoverable.
Monitor OTIF performance by customer and provide improvement plans to achieve consistent high score.
Key Activity 5 - Administration
Compile and produce any customer requested reports, such as OTIF, extra cost reports etc. within the timeframe required.
Selection Criteria *Essential/Desirable
Qualifications, Skills and Knowledge
E/D*
Excellent communication with both customers and colleagues and the ability to develop relationships both internally and externally.
D
Competent in the use of I.T. system, outlook, excel etc.
E
Some geographical knowledge
D
Reasonable level of mathematics and ability to perform basic calculations
E
Experience
Previous roles in customer service or within logistics industry
E
Experience of advising and recharge costs
D
History of growing and developing relationships with customers
D
Competencies
An ability to work well under pressure
D
Communicate with various departments to achieve common goals
D
Personal Attributes & other requirements
Able to withstand high pressure situations
D
Willing to travel and on occasion, work unsociable hours
E
Budgetary Responsibilities
£0 although will be responsible for the invoicing of between €500,000 and €5 million worth of charges.
KPIs
Achieve service and financial targets and operate within set budgets
Deliver outstanding levels of customer service
Develop and maintain excellent relationships with both internal and external stakeholders.
Typical Problem Areas Faced in Role
Operational issues
Changes to demands by customer
Communication breakdowns
Communication with stakeholders in different languages and time zones.
Benefits
Holidays - 20 days (1 extra day per year upto 25 days max)
Company pension
Cycle to Work Scheme
Casual Dress
On-Site Parking
Duvet Day (after probation)
