Customer Service Account Executive

Culina; Hempstalls; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Salary Sacrifice Car Scheme

Wellbeing Support

Job summary

Culina is recruiting a Customer Service Account Executive to act as the primary contact for selected customer accounts. You will collaborate across departments to resolve delivery issues, claims and POD queries, while driving continuous improvements through feedback and KPI monitoring.

You will mentor colleagues, foster empowerment, and maintain strong stakeholder relationships to support growth strategies. This role emphasizes customer excellence and operational effectiveness.

Qualifications

• Strong customer-facing background with a proven track record in service delivery.
• Ability to coach, train and motivate team members to achieve high performance.
• Excellent written and verbal communication, adaptable to various personalities.

Responsibilities

• Be the single point of contact for the selected customer accounts.
• Collaborate with internal departments to resolve delivery issues, claims and POD queries.
• Monitor and review processes using customer feedback to drive improvements.
• Mentor and develop other team members to excel through encouragement and empowerment.
• Hold regular meetings with stakeholders to align on expectations and improvements.
• Maintain strong relationships with internal and external stakeholders and report KPI performance.

Skills

Customer service

Coaching & mentoring

Communication

Problem solving

Logistics awareness

Job description

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.

• 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.

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.

Who are Culina?

Culina is the UK's leading independent specialist supply chain partner, trusted by some of the nation's best recognised food, fast-moving consumer goods (FMGC) and retail brands. We're proud to employ over 22,000 colleagues across 100+ locations nationwide, supported by a fleet of more than 5,500 trucks and trailers delivering every day. We currently have an exciting opportunity in our Contract Logistics division - through flexible warehousing, transport and fulfilment solutions, we simplify complexity, drive continuous improvement and create exceptional experiences for customers. Delivering certainty. Creating value. Enabling growth.

If you're looking for a role where you can make an impact, develop your career, and be part of a team that works as one to achieve great results, we'd love to hear from you. Salary Sacrifice Car Scheme - our salary sacrifice scheme offers a cost-effective way to drive an electric vehicle, with payments taken directly from your salary. Eligibility and salary thresholds apply.

• Salary Sacrifice Car Scheme - our salary sacrifice scheme offers a cost-effective way to drive an electric vehicle, with payments taken directly from your salary. Eligibility and salary thresholds apply.
• Wellbeing Support - your wellbeing matters to us. Through our Employee Assistance Programme, you'll have 24/7 access to confidential counselling and legal support, whenever you need it.