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Job description

Customer Account Representative

Salary: £24k per year + benefits

Location: Welwyn Garden City

Hours: Monday to Friday 9-5:30pm

Excellent opportunities to progress your career

The Opportunity

You will be the main point of contact within our clients organisation for their customers (new and existing) and for internal Sales Representatives. You will be required to proactively manage your own workload, working towards any targets given and share responsibility for all office and administration duties.

The successful candidate will accurately communicate product availability, product information and delivery schedules in a timely manner with an ability to understand and appreciate the application of all products to ensure you can speak fluently with the customer when dealing with their enquiries

Furthermore, you will ensure that each customer receives an outstanding service by providing a friendly and professional environment, establishing rapport, maintaining solid product knowledge and all other aspects of customer service.

Key Responsibilities

· Ensuring all orders are up to date and customers / sales advised of any rescheduling by phone and email the same day

· Ensure notes are made on SAP relating to changes in any orders or conversations with customers and internal teams

· Attend production meetings ensuring the information is actioned and communicated to CST and customers

· Proactively checking if orders can be released, chasing pre-payment orders, chasing OP’s to ensure EDI blocks are cleared and chasing accounts to ensure finance blocks are cleared

· Liaising with customers to ensure call off orders are scheduled correctly

· 1st point of contact for all allocated key customers from order start to finish

· Liaise with customers to produce weekly back order status reports

· Host weekly / monthly review meetings with key customers

· Updating customer account information

· Review and update of SAP notes

· Resolution of any non-conformance reports – Root causes and corrective actions to be feedback to Customer Resolutions & Team Manager

· Answering calls and resolving on the call or passing to the relevant department if query cannot be immediately resolved

· Proactively updating customers by telephone to reduce number of inbound calls and emails

· Review Key Customer Tangro mapping to ensure orders are pulled through correctly. Investigate issues and map correctly

· Work with customers/ sales to explore improvements in working practice/ communication

· Respond to all customer emails within 24hrs – prioritise and respond sooner as required

· Provide customer feedback to relevant sales rep & Team Manager

· Establish yourself as the point of contact for customers enabling sales to be out of the day to day running of orders

· Ensure your Key Customer pricing is correct and OP/ wider team are aware of any exceptions

· Utilise the CRM system to track customer communication/ liaise with sales

Key Competencies

· Strong interpersonal skills are required to develop rapport and build relationships with new/existing customers

· Methodical approach to your work ensuring high accuracy of right first time

· Ability to handle any occurrence of conflict effectively and confidently, demonstrating active listening and empathy skills

· Ability to multi-task and use various systems whilst engaging with customers over the telephone. The account representative must be able to listen to, and in some cases emphasize with, the customer whilst obtaining the relevant information to handle the call effectively

· Strong technical aptitude to understand the range of SFS products and services and utilise this knowledge to best serve the customer

· Understand the business operations within SFS and the industry competitive environment

· Thrives at working under own initiative/minimum supervision; whilst having the humility and maturity to seek support

This is an exciting opportunity to be part of a highly successful business where your hardwork and commitment will be rewarded both financially and professionally too.

With a global presence and a strong foothold in the market, now has never been a better time to join their team and further your professional career.

If the above all sounds of interest and you would like to be considered for the role, please click apply today for a call back with a member of our recruitment team.

Job Types: Full-time, Permanent

Salary: £24,000.00-£26,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Free parking
• Life insurance
• On-site parking
• Wellness programme

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Welwyn Garden City: reliably commute or plan to relocate before starting work (required)

Work Location: One location