Role Overview:
As a Key Account Coordinator, you will be the first point of contact for both new and existing customers. Your primary responsibility is to provide exceptional support for all sales and customer service needs, contributing to the overall business growth in line with the custom moulding and ROW business targets and objectives.
About Kingspan Light, Air + Water
Kingspan Light, Air + Water is a division of Kingspan Group operating in 20 countries across the globe. We design, manufacture, and service natural daylighting, smoke ventilation, water, and safe storage solutions. Our solutions are designed to ensure the buildings of the future deliver more. We do this in a way that combats climate change while optimizing the benefits of daylighting, fresh clean air, and sustainable water. Our purpose is to make a difference in everything we do, while improving the comfort, safety, and wellbeing of our buildings' occupants whilst protecting our world's natural resources.
Key Responsibilities:
1. Acknowledge and resolve customer inquiries in accordance with Customer Service Guidelines, ensuring a reassuring and effective solution.
2. Coordinate with production, transport, and internal teams to manage customer orders, schedules, and drive improvements in on-time, in-full (OTIF) delivery.
3. Apply OTIF reasons to all late deliveries and ensure proper communication.
4. Listen actively to customer concerns, displaying empathy and understanding to resolve issues efficiently and within agreed timelines.
5. Participate in initiatives aimed at improving the customer Net Promoter Score (NPS).
6. Lead efforts to drive business growth in the custom moulding & ROW sector.
7. Maintain comprehensive knowledge of customer products and services.
8. Raise change requests (ECNs) based on customer specifications when needed.
9. Load customer forecasts and ensure they are reviewed monthly.
10. Manage the entire order journey for custom moulding & ROW customers, maintaining consistent communication.
11. Access, update, and manage customer schedules and process orders via customer portals and ERP (LN).
12. Coordinate the management of customer portal information, marketing materials, and company documents.
13. Build and maintain strong customer relationships, driving increased sales activity.
14. Achieve KPIs set by the Customer Service Manager/Line Manager.
Person Specification:
1. Proven experience in sales, account management, or a similar customer-facing role.
2. Excellent communication and phone skills with a focus on relationship-building.
3. Ability to identify opportunities for growth within existing accounts and proactively pursue new opportunities.
4. Exceptional organizational and planning skills, with the ability to manage multiple accounts and projects simultaneously.
5. A strong customer focus with a passion for delivering an exceptional service experience.
6. Ability to collaborate effectively with internal teams and external stakeholders.
7. Proficiency in IT systems, including MS Office.
8. Five GCSE passes (or equivalent), including English and Maths.
What we can offer you:
1. Career Scope and Advancement: As we continue to grow, new positions and opportunities are available, offering accelerated careers (locally and globally) for the right person.
2. Skills Development: With the fast-paced nature of our business and a high degree of collaboration, your new role is diverse and multifaceted - making you a more versatile employee with a broadened skill set.
3. Mentorship and Development: At Kingspan, we don't believe in hierarchy; we work together as one team for one common goal. You will have access and exposure to our senior leaders and experts for learning in your role, and additionally mentorship for the future.
4. Culture: We have a great team culture, highly collaborative, supportive, and social. Together we innovate, collaborate, and work together to provide excellence.
5. Corporate Social Responsibility: Through Planet Passionate, we're playing our part by driving energy and carbon out of our business operations and supply chain, as well as increasing our recycling of rainwater and waste, while also accelerating our participation in the circular economy.
Working Hours:
Monday to Thursday: 8:15 am - 5:00 pm
Friday: 8:30 am - 4:00 pm
Hybrid Role: Flexibility to work from home after completion of the training period.
This role requires a proactive, solution-oriented individual who thrives in a fast-paced environment. You’ll be integral to driving customer satisfaction, supporting growth, and ensuring efficient service delivery across all aspects of the customer journey.
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