Tower Cold Chain supports the global pharmaceutical and life science industries delivering lifesaving temperature controlled shipments. Our uniquely innovative containers maintain the cold chain, preventing shipments being spoiled or delayed, and delivering temperature sensitive products to patients on time and to help save lives. We have experienced significant growth over the past few years and are looking for new team members to help us continue that growth. What We Offer • Be Part of an Innovative Leader: Join a company at the forefront of temperature-controlled supply chain solutions, where innovation drives everything we do to support the global pharmaceutical and life sciences industries. • Opportunities for Growth and Development: Our commitment to integrity means we invest in your future. Take advantage of tailored training programs, clear career pathways, and ongoing support to help you achieve your career objectives. • A Meaningful Impact: As a customer-centric company, your work will directly contribute to ensuring the safe delivery of life-saving products to patients worldwide, helping to improve lives and communities. • A Collaborative Work Environment: Embrace a team culture built on collaboration, where you’ll work cross-functionally and gain exposure to senior leadership, ensuring your voice is heard and valued. • Sustainability at the Core: Work with a company committed to creating a sustainable future, ensuring our solutions are environmentally responsible and support global healthcare needs. • Flexible Working Model: We offer a hybrid working model, with three days in the office and two days working remotely, promoting a balance between collaboration and flexibility. Role As a Customer Account Manager (CAM), you will be the primary point of contact for our clients, ensuring their needs are met while fostering long-term relationships. This role bridges our sales, operations, and customer service functions to deliver an exceptional customer experience. You will be instrumental in driving customer satisfaction, providing accurate quoting, and identifying opportunities for Business Development Managers (BDMs) to grow client relationships. Responsibilities: Customer Relationship Management • Build and maintain strong relationships with key clients and personnel within their organisations. • Conduct business reviews to ensure client satisfaction and identify opportunities for additional services or upselling. • Collaborate with Business Development Managers (BDMs) to identify and pass leads, ensuring seamless transitions and capturing all critical client insights. • Proactively engage clients to address their needs, including providing updates on our products and services. • Attend client meetings document interactions in CRM, and monitor customer satisfaction metrics (e.g., NPS, CSAT). • Resolve escalated client issues in collaboration with internal teams, ensuring timely resolutions. • When necessary, take ownership of client order processing and related tasks, stepping in to support the team during absences, holidays, or other coverage needs to ensure continuity and no disruption to service. Process Optimisation and Knowledge Sharing • Participate in cross-training sessions to enhance knowledge sharing and ensure continuity in client coverage. • Develop and maintain detailed process documentation (playbooks) for all key workflows to ensure consistent service delivery. • Standardise approaches to issue handling globally, ensuring alignment with best practices and improving first-contact resolution rates. Accurate Quoting and Feedback • Provide accurate quotes to clients in alignment with our pricing structures and policies. • Offer feedback on the effectiveness of automated pricing tools and highlight areas for improvement. • Ensure accuracy in customer records and orders, reducing the potential for errors or discrepancies. Customer Records and Reporting • Maintain accurate and up-to-date customer records in the CRM system to support account management and ensure seamless collaboration with internal teams. • Track and report on key customer-related KPIs (e.g., response times, NPS, CSAT), providing actionable insights to improve performance. • Submit regular reports on customer interactions, including trends and areas for improvement. Performance Measurement • Performance will be evaluated based on both customer experience metrics (e.g., satisfaction scores, response times) and internal collaboration with Tower’s key stakeholders. This includes ensuring alignment with shared goals and contributing positively to team productivity. • Strive to balance delivering exceptional customer service with meeting internal operational objectives, supporting Tower's overall success. Job Requirements Essential Skills & Experience • B2B customer service experience, including direct management of customer relationships. • Strong communication skills (written and verbal), with the ability to collaborate across teams and build trust with clients. • Proficiency in using CRM systems (e.g., HubSpot) and standard Office software. Preferred Qualifications • Experience working with Sales and Operations teams to achieve customer outcomes. • Proven ability to achieve commercial targets and KPIs (e.g., response times, NPS, CSAT). • Familiarity with multi-country or multicultural business environments. • Experience working in or leading project teams. Desirable Attributes • Collaborative problem-solving skills with a customer-centric approach. • Strong numeracy and decision-making abilities. Please note that we are not able to sponsor employment visas at this time, and therefore can only accept applications from people who have employment rights in the UK. We offer £Competitive Bonus and Benefits.