Customer Service & Key Account Manager

Menzies Distribution Solutions are currently recruiting for Customer Service & Key Account Manager to join our night team in Scunthorpe. This role has responsibility for ensuring effective provision and continuity of best in class customer service. The job holder will ensure that the delivery of service is monitored and maintained to the levels defined within agreed SLA’s and Contracts.

They will seek to identify and deliver continuous improvement initiatives, synergy benefits and strategic projects with new and existing customers to further operational growth.

To ensure that the needs of customers are being satisfied by monitoring and reporting on the business service to all key customers. Aim is to provide excellent customer service and to promote this idea throughout Menzies. Will work at various levels, from head office to the front end of the business. Will direct and support the customer service team projecting a positive and professional image at all times, conducting all business in a friendly, courteous and knowledgeable manner.

This role will ensure that the highest standards of health and safety are maintained at all times.

• Salary: £60k Per Annum
• Shift Pattern:
  Monday - Friday
• Hours:
  
  44 Per Week
• Holiday Allowance: 33 Days (25 Days plus 8 Bank Holidays)
• Full-time, permanent
• Monthly Pay

• Build and maintain excellent internal and external customer relationships in order to develop a constantly improving service. By building trust and credibility, thoroughly understand the customers’ needs and their supply chain structure. Seek to identify and deliver organic growth opportunities with existing customers and drive for synergy benefits between customers

• Develop, implement and monitor ‘the Menzies way’ of account management ensuring this is in place for all nominated accounts.

• Involvement and support in the implementation of new business projects

• Deliver value to customers by widening Menzies involvement across the supply chain

• Initiate and manage continuous improvement through cost reduction initiatives and margin improvement programs

• Thoroughly understand and be able to articulate Menzies’ contractual position and SLA obligations. Proactively manage the renewal process with existing customers in a timely manner

• Participate in the budgeting process. Monitor operational metrics and challenge operational colleagues to ensure budgeted financial targets are exceeded.

• Data analysis of existing business to audit customer contribution and identify continuous improvement initiatives

• Audit of charging procedures to ensure the maximum revenue is captured

• Lead and influence by demonstrating Health and Safety behaviors and Menzies values. Seek opportunities to raise the profile of Health and Safety across the business

• Seek opportunities for self-development

• Helping to develop and implement a customer service policy

• Finding ways to measure customer satisfaction and improve services

• Managing a team of customer services staff

• Handling face-to-face enquiries from customers

• Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service coordinators

• Handling customer complaints or any major incidents, such as a security issue, etc.

• Issuing refunds or compensation to customers

• Keeping accurate records of discussions or correspondence with customers

• Analysing statistics or other data to determine the level of customer service provided

• Producing written information for customers, often involving use of computer packages/software;

• Writing reports analysing the customer service that’s provided

• Developing feedback or complaints procedures for…