The Role:
As Key Account Support Executive you will support the Account Managers in the day to day management of key/complex Posturite clients, providing a high level of customer service and support, ensuring that all tasks are performed in line with Client and Business specific SLA’s.
Key Responsibilities:
* Monitor SLA performance to ensure targets are being met
* Action emails received into the Key Account Support Team
* Deal with service issues promptly as they arise
* Proactively keep clients informed of delays or issues
* Place ad hoc orders accurately, advising clients of options to suit their requirements if needed
* Produce clear and concise external reports in the appropriate agreed format
* Ensure that client reports are provided within the agreed SLAs
* Proactive use of CRM including updating client details, entering cases and logging calls
* Highlight and investigate areas of failing performance and report to your line manager
* Attend, host and manage conference calls as required and feedback any relevant actions points to the business
* Direct responsibility for a set of key Posturite clients, working alongside the relevant Account Managers to ensure high levels of service are provided at all times
* Build and maintain long term relationships with key client contacts
* Provide excellent customer service to named clients
* Understand and support the Account Managers targets and objectives for each client
* Proactively review and monitor ways of working to ensure best practice, actively seeking ways to improve processes
* Provide client reports on time and withing agreed SLAs
* Always represent Posturite positively
* Deal with client issues promptly and effectively, ensuring the client is kept aware of the outcome
* Liaise with colleagues in all departments across Posturite as necessary to resolve issues and queries
* Actively promote a positive work environment
* Contribute to building team spirit and aid others to succeed
* Working alongside a team buddy to ensure continuity of service to all clients in the event of absence
* Maintain knowledge of Posturite’s offering and any changes and developments within the business
* Provide support on special projects where required
What you'll bring:
* Always Striving for Improvement & Excellence
* Building Strong & Trustworthy Relationships
* Flexible, self-motivated and ability to work autonomously
* Ability to reprioritise tasks and workload in line with changing business needs
* Excellent written and verbal communication, with strong attention to detail
* Ability to engage with audiences at all levels
* Ability to effectively collaborate with others to reach mutually agreeable outcomes
* Ability to build successful/ strong stakeholder relationships across all functions
* Demonstrates effective time management skills and meets deadlines
* Has a can-do, problem solving attitude
* Works well as part of a team, is objective and open-minded towards the ideas and views of others, gives and welcomes feedback
* High levels of attendance and punctuality
Education and Experience:
* GCSE (or equivalent to) qualifications in Maths and English
* Administration experience
* Experience working in a fast paced environment
* Experience of CRM, NAV systems
* Experience in Sales or a Sales environment
* Working knowledge of MS Office suite, particularly Excel
* Knowledge of DSE, ergonomic products and software
Hybrid Working:
While our Head office is a place to connect, collaborate and celebrate with colleagues, we recognise that flexibility around where you work is just as important. This role is based at our head office in Berwick. Training will also be required to take place in predominantly in the office at Berwick. Once your training has been completed, hybrid working pattern can be discussed to ensure they meet business needs and role requirements. There are activities and meetings that you will need to support in-person held within the office.
The Recruitment Process:
As a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role. There may be times when the volume of applications means we cannot take all eligible candidates to interview.
We encourage you to tell us about any reasonable adjustments you may need by emailing
Remember, you only need to share what you are comfortable to, allowing us to support your request.
Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.