Customer Relationship Specialist

Isaac Wholesale; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

Isaac Wholesale in the United Kingdom is seeking a Customer Relationship Specialist to nurture key customer accounts and ensure excellent service delivery. This role focuses on building trust through effective communication and proactive service.

The ideal candidate will handle order management, issue resolution, product support, and report on customer retention metrics. Strong organizational skills are essential to succeed in this position.

Qualifications

• Ability to communicate effectively with customers via different channels.
• Proven problem-solving skills to address customer issues promptly.
• Strong organizational skills to manage multiple accounts.

Responsibilities

• Serve as the dedicated contact for assigned accounts.
• Ensure timely placement and fulfillment of customer orders.
• Resolve customer complaints and delivery issues promptly.

Job description

The Customer Relationship Specialist is responsible for nurturing key customer accounts, ensuring regular order flow, and resolving issues to deliver excellent service. This role emphasizes consistency, foresight, and follow-through to drive retention and satisfaction.

Key Responsibilities

• Serve as the dedicated contact for assigned accounts.
• Communicate regularly through phone, email, and occasional visits.
• Build trust through proactive service and attentiveness.

Order Management & Follow-Up

• Ensure timely placement and fulfilment of customer orders.
• Monitor customer order schedules and prompt reordering.
• Track delivery status and coordinate with operations for smooth execution.

Service Recovery & Issue Resolution

• Resolve customer complaints, delivery issues, or account queries promptly.
• Escalate operational issues and advocate for timely resolutions.
• Keep customers informed of any changes, delays, or special offers.

Product Support & Upselling

• Educate customers on new or relevant products.
• Recommend additional or alternative SKUs based on customer needs.
• Share information about promotions, offers, or pricing changes.

Retention & Reporting

• Maintain order history, contact logs, and relationship status updates.
• Support internal performance tracking with account data.
• Share feedback on customer satisfaction, trends, and concerns.