Join Our Team at Smurfit Westrock!
Are you searching for a workplace that values you and your growth? At Smurfit Westrock, we are committed to sustainability, employee well-being, and personal development.
About Us
We are a global leader in sustainable paper and packaging. Our focus is on the health and safety of our employees, the well-being of our communities, and delivering exceptional service to our customers. We support our team members to reach their full potential in an inclusive environment that values diversity.
The Role
The Customer Services team based in Norwich is looking for a Key Account Handler. The Key Account Handler will be responsible for the day-to-day running of a number of our key strategic accounts as their first point of contact. Working proactively to deliver a high level of customer service and enhancing customer relationships to not only manage but exceed customer expectations will be crucial in the success of this position. The role may require occasional travel as necessary for meetings and reviews. Duties include but are not limited to:
* Working proactively to identify, resolve, and communicate any service failures or issues.
* Proactive communication and problem-solving with other internal departments to support achievement of high-level customer service.
* Manage and deliver reporting of key KPIs.
* Ensuring that the quality and efficiency of service delivered to designated Key Account customers consistently exceeds levels required for continued business retention - adding value to the business relationship and reducing customer effort.
* Attend review meetings with accounts when necessary.
* Co-ordinate regular conference calls.
* Development of tailored customer service solutions and processes to support the goal of becoming indispensable to our customers.
To be successful in this role, candidates will need to be:
* Able to remain calm under extreme pressure.
* Able to manage multiple tasks, prioritize, and meet targets.
* Capable of understanding and processing information through various office applications and processes.
* A confident communicator with excellent literacy and numeracy skills.
* Effective team member with good interpersonal skills.
* Able to work using initiative, and without constant supervision.
* Honest, acts with integrity, and takes responsibility.
* Able to generate ideas and demonstrate a willingness to achieve continuous improvement in service delivery.
What We Offer
* Competitive salary & benefits, including annual leave, pension, and a Cycle to Work scheme.
* Ongoing training and development opportunities.
* 24/7 confidential support for you and your family.
* Flexible working options and family-friendly policies.
* Guaranteed interview for candidates meeting essential criteria (Disability Confident Employer).
Ready to make an impact? Apply today and help us build a sustainable future together.
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