Job Description

Summary

Customer Account Managers serve as the liaison between the company and our customers. It is an account manager's responsibility to ensure customers' needs and concerns are communicated and available throughout the business in a timely and effective manner in order to best develop and maintain strong relationships.

The Customer Account Manager should understand the customers' needs and requirements and act as the voice of the customer throughout our business. They should ensure that the customers' needs and requirements are accurately reflected within our MRP system by maintaining excellent internal communications and where necessary escalating issues as required. Customer satisfaction and ensuring internal business matrices are achieved should be at the heart of their working day.

Key duties and responsibilities

Serve as the primary point of contact for key accounts within the business

Build and strengthen customer relationships to achieve long-term partnerships and maintain excellent customer service

Significant national and some international travel will be required.

It is expected that the role will manage customers across the Stillington and Gloucester sites.

Build and maintain customer portfolios, keeping up-to-date records of key contract information.

Work with sales and other internal teams to develop strategic marketing plans, develop and ensure KPIs are being met

Develop a thorough understanding of our products and service offerings to identify upsell, cross-sell, and renewal opportunities

Maintain up-to-date information on customer requirements, making sure they receive services that are within their budget and meet their needs

Meet regularly with key stakeholders to discuss progress and identify opportunities to improve the business

Generate progress reports for clients and senior leaders within the organization

Provide prioritisation of requirements through Goods-In and Stores when required.

Maybe required to deputise for the Sales Manager in their absence.

Support the implementation of continuous improvement and lean initiatives such as lineside inventory availability, Kanban etc.

Develop lines of balance and communication as required

Supporting the MRP process by aligning requirements with customer demand.

Support with Sales activities as required, estimates, quotations and customer visits.

Collaborate with internal stakeholders to implement and maintain a robust returns procedure

Carry out any other reasonable tasks that may be periodically requested.

Skills

Strong written and verbal communication skills

Commercially aware with experience of account management

Excellent organisational skills and attention to detail

Strong customer service ethos.

Good analytical skills and data analysis skills.

Computer literate, proficient in Microsoft Office, able to develop a good understanding of the Company ERP system.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential

A level 3 qualification in a business/management/IT or relevant subject.

Experience in customer account management role

Desirable

Educated to degree level or equivalent.

Experience in customer account management within an aerospace or manufacturing business.

Agency Policy

Darchem Engineering will often look to source candidates directly and, as such, does not accept or respond to unsolicited or speculative CVs from recruitment agencies.

If we require agency involvement for a specific role, we will reach out to agencies on our preferred suppliers list.

In cases where an unsolicited or speculative CV is submitted by an agency, the agency unconditionally accepts that we may contact this candidate directly and a fee will not be payable.

Job Types: Full-time, Permanent

Benefits:

Company pension Discounted or free food Employee discount Flexitime Free parking Health & wellbeing programme Life insurance On-site parking Sick pay
Work authorisation:

United Kingdom (preferred)
Work Location: In person