Overview
Do you want to help enrich the lives of learners worldwide?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification. We partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.
As a Key Account Advisor, your role involves several crucial responsibilities. You’ll be assigned a selection of key international customer accounts. Your goal is to maintain strong relationships with these customers, ensuring their satisfaction and promoting long-term partnerships. As a primary point of contact, you will provide outstanding customer service. This involves promptly addressing queries, resolving complaints, and ensuring smooth communication between yourself and our customers. You will be required to efficiently manage order processing—from end to end. Accuracy and attention to detail are essential to ensure accurate invoices and timely deliveries. You will be expected to prepare reports related to order management and use your analytical skills to guide decision-making and help enhance overall performance. You will work closely with the International Sales Managers and other key stakeholders throughout the business. Effective communication is vital for resolving product and service-related queries and achieving first contact resolution.
Responsibilities
* To answer all types of multi-channel customer contacts, along the customer journey from the point of interest to order through to post-delivery issues, any service-related complaints, product or service-related questions and in response to customer insights and feedback striving to always achieve a first contact resolution.
* Manage regular customer contact via e-mail and Teams calls. Plan and attend regular customer meetings to discuss proactive management of any outstanding queries from disputes to offering alternative solutions to Out of Stock products.
* Pro-active communication with your customer in the management of their orders, providing Back-order reports and alternatives to long-term out of stock items.
* To attend all types of communication meetings such as business updates, team meetings and product demonstration days.
* To take responsibility for their own development plan to ensure that they are performing to a standard of performance that supports and achieves our customer satisfaction goal, engaging in and making contributions to all coaching and development sessions.
* To support the International Customer Service Manager in the testing and implementation of processes and procedures that ensure the continued improvement in the efficiency and quality of all elements of the order to cash process and our service promise.
* To take responsibility for keeping abreast of current processes, procedures, systems and technologies to ensure a good standard of performance is delivered.
* Maintain a strong network across all business functions, with close collaboration and ways of working to consistently deliver great end-to-end service excellence, across all stages, channels, and touchpoints in the customer journey.
* To undertake any other duties as required which are commensurate with the grading of the post.
Experience
* Excellent verbal communication skills with proficiency in English.
* Ability to type and translate quickly and accurately.
* Knowledge of cultural nuances and sensitivity to cultural differences.
* Ability to maintain confidentiality and professionalism in all interactions.
* Excellent communication skills - written, verbal, grammar and punctuation.
* Ability to work to deadlines and prioritise and have excellent time management skills.
* Ability to be adaptable, flexible, agile, resourceful, and multi-task.
* Excellent decision, judgement, problem solving, conflict management and influencing skills with the ability to analyse data and information.
* Ability to demonstrate empathy and emotional intelligence.
* Fluent in an international language/s would be advantageous.
What’s in it for you?
At RM, we have My Work Blend @RM which provides office-based colleagues with multi-location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.
Unfortunately, we are unable to offer sponsorship for this role.
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