Customer Account Manager

Purely Recruitment Solutions; Hungerford; On-site; GBP 23,000 - 32,000; Full time

Job summary

Purely Recruitment Solutions is seeking a Customer Account Manager near Swindon to manage day-to-day customer accounts, monitor KPIs, and ensure SLAs are met. The role involves invoicing, relationship management, and coordinating with warehouse teams to align resources.

The successful candidate will have at least 1 year in a similar role, strong communication skills, and proficiency with Windows Office and logistics systems. Flexibility for occasional weekend work may be required.

Qualifications

• Minimum of 1 year experience in a similar role.

Responsibilities

• Day-to-day management of individual accounts within operational aspects.
• Ensure KPIs are up to date and can be provided monthly to customers and management.
• Monitor SLAs of outbound/inbound sectors and escalate when not met.
• Monitor order volumes/flows and receipts daily; escalate to plan warehouse resources.
• Maintain close relations with CRM and warehouse TL.
• Invoice for all aspects of work (except hourly charges) weekly/monthly.
• Invoice customers in a timely manner per management expectations.
• Ensure correct cost charging on orders, including picking/packing, courier, storage charges.
• Attend internal meetings to discuss accounts; participate in on-site meetings with clients.
• Identify rework tasks and escalate to rework manager for timely completion.
• Manage customer expectations and keep customers updated.
• Escalate health and safety concerns via SharePoint to appropriate team.
• Participate in team meetings and stay up to date with information.
• Maintain and strengthen customer relationships to meet logistics needs.
• Hold one-on-one meetings with customers via Zoom/Teams to build relations.

Skills

Self-motivated

Good organisation

Reliable

Process driven

Customer service

Communication skills

Creative problem solving

Presentation skills

Microsoft Office

Tools

Windows Office packages

Logistics Management Systems

Job description

Customer Account Manager

Temporary to Permanent

Salary negotiable dependent on experience

Outskirts of Swindon

We are currently recruiting for our client who are a company based on the outskirts of Swindon.

Responsibilities and Tasks

• Day to day responsibility for the management of individual accounts within operational aspects.
• Ensure that KPIs are up to date and can be provided monthly to both the relevant customer, and management within the business..
• Ensure the day to day SLAs of outbound/inbound sectors are monitored and escalated when not going to be met.
• Monitoring order volumes/flows and receipts daily of their accounts, escalating where required to help various teams plan resources for warehouse needs.
• Keeping close relations with their CRM and the relevant TL within the warehouse.
• Correctly invoice for all aspects (apart from hourly charges) of work conducted across accounts on a weekly/monthly basis.
• Invoice relevant customers in a timely manner in line with expectations set by management.
• Ensuring that all relevant order/customer references are included on relevant shipping labels to ensure we can relate costs when invoicing.
• Have the ability to manage a number of accounts and prioritise tasks where needed across said accounts.
• First line & prompt communication with customers should queries or complaints arise, and elevate internally so internal teams are aware of issues.
• Ensuring costs are being correctly charged in line with customer rates, this can be picking and packing charges/courier charges/storage charges etc, and escalatng internally if not correct, and need assisting amending.
• Attending meetings internally to discuss accounts.
• Attend meetings on site with clients to discuss their account and offer a day to day perspective.
• Ensure to exacerz and identify rework tasks within the accounts and raising this to the rework manager in order to get this completed in a timely manner.
• Managing customer expectations to ensure tasks or delays are managed effectively and keeping the customer in close contact and up to date.
• Ensure that any health and safety concerns are escalated to the relevant team through the SharePoint so that action can be taken to resolve health and safety risks.
• Attend team meetings internally where required to ensure you are up to date on the latest information.
• Maintain and strengthen customer relationships and ensuring all their logistics needs are met.
• The ability to hold one on one meetings with customers via Zoom/Teams to build and aid the customer relations.

Person Specification

• Self-motivated, good organisation skills.
• Reliable.
• Process driven.
• Have great customer service skills.
• Have great communication skills, both internally within the team, and externally client facing.
• The ability to think of solutions and work arounds.
• Availability to potentially work weekends when needed for stock takes etc, 4-5 times per year max.
• Articulate and numerate with good presentation skills.
• Competent in the use of Windows Office Packages and Logistics Management Systems.
• Minimum of 1 years experience within a similar role.

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