Key Accounts Service Manager
A fantastic opportunity is now available to join the Customer Service Management Team in one of the world's most successful intralogistics companies.
You will be responsible for:
Supporting the Key Account Sales Team in developing the new and existing customer base, through improving the service contract management
Role Responsibilities
* Central liaison for key account customers
* Working with Customer service management to: deliver consistent agreed levels of service across multiple customer locations, Deliver agreed financial After Sales targets as well as defined operational After Sales KPI’s.
* Report on agreed financial and operational targets (KPI’s) of the Key Accounts to the Head of Customer Service.
* Continuously improve service contract management in close relationship with service support functions (dispatch/admin/controlling) and Key Account Managers
* Throughout the tender process support the Key Account Manager in finding the best After Sales solution for the customer.
* Conduct site visits and assist in carrying out site surveys with the Key Account Manager when tendering for new business.
* Conduct scheduled review meetings with customers where required and proactively deal with and solve any issues including customer complaints and invoice queries.
* Ensure adherence to defined After Sales processes and procedures in close relationship with service support functions.
* Continuously seek for and help to implement best practice processes to achieve maximum customer satisfaction, efficiency and profitability.
* Help to grow the After Sales business by identifying business opportunities within the existing customer base in close conjunction with Service Sales.
Person Specification
Skills:
IT literate, in particular Microsoft office.
Strong numeracy and analytical skills.
The ability to manage and coach people at all levels and remotely.
A self-starter to manage their operational requirements, time management and qualification requirements/ theory learning.
Organised, excellent timekeeper.
Ability to work under pressure, putting the customer at the heart of what we do.
Engineering knowledge
Exposure to SAP operating systems
Perceived ability to progress.
Experience:
Somebody who can demonstrate some exposure to the customer service sector.
Somebody who can demonstrate some exposure to the Intralogistics sector is desireable.
Mobility:
Full valid current driving licence. This role will be field based primarily in the South of the UK with some national travel required.
Competencies Required
1. Analysis / Business Acumen / Customer Orientation
2. Influencing / Negotiation / Accountability
3. Initiative / Communication / Passion
4. Integrity / Respect