Customer Service Account Executive

Culina Group; Rugby; On-site; GBP 60,000 - 80,000; Full time

Job summary

A logistics company in Rugby is looking for a Customer Service Account Executive. The successful candidate will manage selected customer accounts, ensuring high standards of service while working collaboratively with internal teams. Strong communication skills and a passion for customer service are essential. The role offers a supportive workplace culture and numerous benefits including 33 days of annual leave and a pension scheme.

Benefits

33 days annual leave

4% pension contributions

Life Assurance

24/7 Employee Assistance Programme

Eye Care Vouchers

Employee recognition awards

Discounts at over 50 retailers

Qualifications

• Passion for delivering excellent customer service in a growing business.
• Ability to coach, train, motivate, and influence team members.
• Strong written and verbal communication skills, adaptable to different situations.

Responsibilities

• Support the development and implementation of customer service policies.
• Monitor processes using customer feedback for continuous improvements.
• Be the first point of contact for customers, handling complex issues.

Skills

Excellent customer service

Coaching and mentoring

Strong communication

Creative problem-solving

Experience in customer-facing

Understanding of logistics

Job description

Company Description

Warrens offers comprehensive logistics and warehousing services, primarily focused on the needs of major retailers and bakeries.

At Culina Group, we have a winning culture. We believe that our culture is one of the reasons our company continues to thrive… A place where you're valued, challenged, and inspired!

Job Description

Reporting to the Customer Service Manager, the Customer Service Account Executive is the single point of contact for selected customer accounts. They work alongside internal departments and stakeholders to resolve delivery issues, claims, and POD queries.

Working hours: Monday to Friday, 7am-4pm.

Key Duties of a Customer Service Account Executive:

1. Support the development and implementation of customer service policies and procedures.
2. Monitor and review processes using customer feedback to propose changes and support continuous improvements.
3. Support mentoring and development of team members, fostering an environment of encouragement and empowerment.
4. Be the first point of contact for customers, handling complex issues to maintain high standards of customer service and client relationships.
5. Hold regular meetings with internal and external stakeholders to discuss expectations and continuous improvements.
6. Build and maintain strong relationships with stakeholders.
7. Maintain agreed KPIs and report on performance and potential improvements.
8. Liaise with management to support growth strategies.
9. Support ad-hoc projects as required.
10. Investigate and report potential cost exposures and resolve customer claims satisfactorily.

Qualifications

• Passion for delivering excellent customer service in a growing business.
• Ability to coach, train, motivate, influence, and produce high results.
• Strong written and verbal communication skills, adaptable to different situations and personalities.
• Creative problem-solving skills and diplomacy with clients.
• Experience working in a customer-facing environment.
• Understanding of logistics and dispatch operations to manage and advise others.

Additional Information

We are committed to making Warrens a great place to work. We promote inclusivity and diversity, employee development, and recognition of success.

Our learning and development programs are open to all employees to help shape your future within logistics and foster a thriving team culture.

Our benefits include:

• Annual Leave: 33 days including bank holidays.
• Pension scheme: 4% employee and 4% employer contributions.
• Life Assurance: 2x your annual salary.
• Wellness: 24/7 Employee Assistance Programme offering confidential counselling and legal advice.
• Eye Care Vouchers: Savings on eye tests and glasses.
• Reward & Recognition: Employee of the month/year, recognition awards, long service awards.
• Everyday discounts: Access to discounts at over 50 retailers through our benefit platform.

If you meet the requirements and are seeking your next career opportunity, please apply now and join our #WinningTeam!