Job Description

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Company Description:

We are a family-run business, established in 2000 and based in Barnsley, covering the UK. Our mission is to enhance productivity by providing market-leading materials handling products, forklifts, and floor care equipment. We support a diverse range of customers, from single-machine owners to national blue-chip companies, with our award-winning service.

Our aim is to be the employer of choice in our industry. With 35+ employees and ambitious growth plans, our culture is informal, family-focused, and fun! Check out our social media pages to see more about life at IVS. We take pride in delivering excellent customer service, demonstrated by our multiple award nominations and wins.

Purpose of The Role:

As our

Customer Service Account Manager

, you will lead and support the whole service department by providing administrative, organisational, and planning support. You will quickly build extensive knowledge of the organisation, key stakeholders, and understand our client's aims and objectives. You will be trustworthy, and work will be handled efficiently with discretion and confidentiality. A key part of this role will involve managing schedules, resources, and customer service demands, ensuring both day-to-day operations and long-term plans are executed seamlessly.

Responsibilities:

As a key member of the team, you will be responsible for the following duties:

Planning and Scheduling:

Coordinate and manage daily and long-term schedules for engineers, ensuring resources are allocated effectively and efficiently to meet service demands.

Client Relationship Management:

Communicate with clients daily to ensure their needs are met, provide quotes, and respond to feedback to enhance the quality of services.

Account Management:

Raise breakdowns, send quotes, email customers, handle invoicing, and manage customer requests.

Timesheet Checks:

Ensure weekly engineer timesheets are checked and passed onto accounts.

Service Administrative Tasks:

Pull out monthly services, create miscellaneous invoices, and ensure service-related admin is completed promptly.

Set Up and Manage Service Contracts and Thorough Examinations:

Oversee the set-up and tracking of service contracts and examinations, ensuring everything runs smoothly and within compliance.

Update Spreadsheets and Databases:

Maintain accurate records and prioritize workload to meet deadlines.

Managing Diaries and Travel Arrangements:

Schedule and prioritise engineers' tasks, ensuring travel arrangements are efficiently planned.

Managing Correspondence:

Track incoming and outgoing correspondence and ensure timely replies. Prepare draft responses and update customer by telephone as needed.

Collaborate Across Teams:

Work closely with sales, service, and parts teams to ensure client needs are met and exceeded.

Identify Opportunities for Client Growth:

Look for areas to improve services or provide additional value to clients.

Ad-hoc Administrative Support:

Take on additional administrative tasks as required to support the team.

About You:

To succeed in this role, you need to:

Be comfortable working in a fast-paced environment. Be motivated, resilient, and results driven. Possess excellent communication, planning, and organisational skills. Be a great networker and relationship builder. Be curious, open to new ways of working, and eager to learn. Excel in problem-solving and negotiation. Be commercially astute and skilled in navigating complex B2B environments. Have a good standard of written English and Maths. Fit well culturally and work closely across multiple internal teams.

Knowledge & Experience:

Essential:

Previous experience in customer service and planning or scheduling. Excellent phone manner Friendly personality with a "can-do" attitude. Ability to work as part of a small team with limited direct supervision. Ability to handle queries professionally and efficiently with sensitivity. Ability to deliver a high-quality service. Proficiency in using Microsoft systems such as Word, Excel, PowerPoint, and Teams. Experience of operating confidently at a senior level, with tact, diplomacy, and discretion.

Desirable:

Experience using service management technology. Knowledge of the forklift or engineering industries. Client Relationship Management experience. Industry knowledge of products and key players.

Compensation and Benefits:

Continuous development support. Company pension including salary sacrifice. On-site parking. Sick pay. Wellbeing and financial benefit including online consultations with GPs and prescriptions.
Job Type: Full-time

Pay: From 26,500.00 per year

Benefits:

Casual dress Company pension On-site parking
Schedule:

8 hour shift Monday to Friday
Ability to commute/relocate:

Barnsley, S72 8PH: reliably commute or plan to relocate before starting work (required)
Work Location: In person