Customer Service Account Executive

Life in this role
As part of our Contract division, we have an exciting opportunity to join the team as a Customer Service Account Executive on a full time permanent basis.
Salary: £31,092 per annum
Working hours: Monday to Friday, 9am-5pm.
Reporting to the Customer Service Manager, the Customer Service Account Executive is to be the single point of contact for the selected customer accounts. To work alongside other internal departments and stakeholders to resolve delivery issues, Claims and POD queries.
Key Duties of a Customer Service Account Executive:
Support the development and implementation of customer service policies and procedures.
Monitor and review processes using customer feedback to propose change and support continuous improvements.
Support the mentoring and development of other team members, nurturing an environment where they can excel through encouragement and empowerment.
Be the first point of contact for the customer, handling complex issues in order to maintain a high standard of customer service and client relationships.
Hold regular meetings with internal and external stakeholders to discuss expectations and continuous improvements for them and the team.
Build and maintain strong relationships with internal and external stakeholders.
Maintain agreed KPI's and report on performance and potential improvements.
Liaise with company management to support and implement growth strategies.
Support on ad-hoc projects as required.
Investigate, report potential cost exposure and resolve customer claims to satisfactory resolution.

Job requirements

What you'll need ...
Passion for delivery of excellent customer service within an ever growing business.
Coach, train and motivate team members, be able to influence and steer to produce high end results.
Good written and verbal communications, be able to adapt the communication style to meet different situations and personalities.
A creative approach to problem solving and diplomacy with the client.
Considerable experience working in a customer facing environment.
A detailed understanding of Logistics and despatch operations to be able to manage and advise others.