Internal Account Manager (Permanent and Maternity Contract opportunities)

Location: Sheffield 13

Salary: To £23,000

Reference: 7036

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Sue Ross Recruitment are working with a leading manufacturer to supply their products into the construction industry.  Due to business growth they are recruiting for two experienced Internal Account Manager to join their team (one on a permanent basis and one on a fixed term maternity contract).

Looking after your own set of customer accounts, you will have full ownership and will manage everything from the initial order through to delivery and after-sales care.

You will operate as lead point of contact for all customer requirements, including orders, query handling, complaints etc.    You will build relationships with your client base so to understand their individual needs and ensure that the business meets and exceeds their expectations.

Other duties and responsibilities will include:

  • Proactively manage the customer order banks through regular contact with sites and sales.  Manage every stage of the order process via total ownership of each customer order from the point of call off to successful install.
  • Manage all customer issues/complaints, ensuring all records are maintained and full resolution is achieved to the customer’s complete satisfaction.
  • Facilitate customer solutions and resolutions by bringing together cross functional stakeholders including Installation, Production/Warehouse, planning, Logistics, Sales and Marketing.
  • Actively assist in the cash collection process by overseeing compliance from call off to the sign off process. Act as the first point of contact for escalated collection queries.
  • Maintain regular communication with your customer account project managers to ensure total transparency and sharing of pertinent information throughout.
  • Study daily, weekly and monthly KPI’s to improve the company’s ‘Right First Time’ success rate. Proactively investigate the KPI’s to discover where improvements can be made to achieve a greater success rate, implementing and owning those changes in all areas of our business.
  • Source customer care reports for all accounts, monitoring any outstanding replacement/remedial works and closing them out promptly.
  • Maintain a live working document of all customer’s requirements and contact details.

For this role it is essential that you have similar account management and/or customer service experience, in a role where you handle your own customer accounts.    You will have a confident and assertive telephone manner and have excellent organisational and prioritisation abilities.    Above all, you will be passionate about customer service excellence.

Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.

May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.