Job Description

Key Account Specialist

Location

Denton, Manchester, M34 3UL

Department -

Merchants

Employment Type

Permanent, Monday to Friday, 08:30 - 17:00 - 40 hours Full Time

Description

The customer support specialist provides office-based support and customer management covering all aspects of customer service for our Merchant / Retail Channel account customers.

The Role

Responsible for dealing with key account customers complaints and queries through to resolution, in an effective and timely manner and adhering to customer SLAs Make commercial decisions regarding the most cost-effective course of action required for the resolution of customer issues Establish and maintain professional and responsive relationships with customers to ensure total customer satisfaction while maintaining business standards and meeting all business objectives Identify business opportunities and process improvements Be methodical in ensuring that all contact with customers is recorded within our Customer Relationship Managementsystem, and maintaining a business plan to drive activity and your other objectives Liaising with all internal departments regarding customer service issues Raising replacement orders for key account merchant / retail customers Complete bespoke reporting requirements Manage back-order and stock re-allocation process Adhere to department KPI/service requirements/SLAs Review KPIs with the Channel Manager on a daily and monthly basis to ensure that the department is both meeting and exceeding targets Provide cover for other members of the customer support specialist team Answering incoming calls / making outgoing call Appropriate utilisation of TKC transport and third-party carriage Inspecting replacement goods that are to be sent out to the customer when required Liaising with ASMs and other internal departments regarding customer service issues

Candidate Specification

Possess a passion for customer service excellence Highly motivated to set and meet high performance standards based on excellence for the benefit of the customer, the individual, team members and internal customers. Proven experience and ability to deal with conflict resolution PC Literate in Microsoft Office applications (in particular Excel and Word) A strong work ethic and the ability to deliver under pressure Self-motivated with the ability to work on your own initiative and proactively self-manage your own tasks Experienced in developing and maintaining customer relationships Must be of a positive and personal nature Must be adaptable to workplace and customer cultures Must possess the ability to build customer repour and ensure customer engagements level are maximised Flexible with a positive approach to new tasks and special projects and you will be a collaborative team player with outstanding customer focus and the drive and desire to provide a world class service. Strong analytical and problem-solving skills Must have a can-do attitude High energy team player with a sense of urgency to meet internal and external customer expectations. Effective problem solver Ability to multi-task, prioritise a busy workload and use initiative. Must show a willingness to learn about the business Good time keeping and excellent attention to detail are key

Work Experience

Essential

Previous experience of working in a customer service role within an office environment Minimum of 5 GCSEs C or above including Maths and English Proficient in MS Office (particularly Excel and Word)

Desirable

Experience of using Access Supply Chain Knowledge of the KBB industry Experience of using a CRM system A Level/NVQ in Business studies or equivalent

Note: This description is not intended to establish a total definition of the job, but an outline of the duties

Benefits

We recognise that conflicting priorities between work and personal life can affect employee productivity and stress levels and impact upon work performance. We are committed to providing an environment that is supportive of work life balance through benefits and health and well-being initiatives. Resources and opportunities are provided to encourage and support the improved health and well-being of its employees. We do this through the following benefits:


Competitive salary Clean modern, spacious and well-appointed offices Fresh Fruit provided to support healthy eating Two communal staff break areas. Staff discount available on business products. Social events Wellness plan available to employees after 1 year's service Extra day annual leave from your 5th year 24 days annual leave plus standard bank holidays Staff saving scheme Long service bonuses Relaxed dress code Subsided gym membership Cycle to work scheme (twice per year) Reduced cost Costco membership Death-in-service benefit * Flu-jab (once per year)