Customer Service Account Executive

Culina; Stafford; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Salary Sacrifice Car Scheme

Wellbeing Support

Eye Care Vouchers

Rewards & Recognition

Everyday Discounts

Job summary

Culina is recruiting a Customer Service Account Executive on a full-time basis to act as the single point of contact for selected customer accounts. You’ll work with internal teams to resolve delivery issues, handle claims and POD queries, and support policy implementation and process improvements.

Reporting to the Customer Service Manager, you’ll nurture client relationships, maintain KPI targets, and contribute to growth initiatives across the contract logistics division.

Qualifications

• Experience delivering excellent customer service in a growing business.
• Ability to coach, train and motivate team members.
• Strong written and verbal communication skills.
• Creative problem solving and diplomacy with clients.
• Experience in a customer facing environment.
• Understanding of logistics and despatch operations.

Responsibilities

• Be the single point of contact for selected customer accounts and resolve delivery issues.
• Support development and implementation of customer service policies.
• Monitor processes via customer feedback and drive continuous improvements.
• Mentor and develop team members to excel through encouragement.
• Hold regular meetings with stakeholders to discuss expectations and improvements.
• Build relationships with internal and external stakeholders and report KPI performance.
• Support growth strategies and assist on ad-hoc projects.
• Investigate and resolve customer claims to satisfactory resolution.

Skills

Customer service

Team coaching

Communication

Problem solving

Logistics knowledge

Job description

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.

Company Description

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.

Job Description

Life in this role

As part of our Contract division, we have an exciting opportunity to join the team as a Customer Service Account Executive on a full time permanent basis.

Salary: £31,092 per annum

Working hours: Monday to Friday, 9am-5pm.

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.

Key Duties of a Customer Service Account Executive:

• 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.

Qualifications

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.

Additional Information

What is in it for you?

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,

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.
• Eye Care Vouchers – free eye tests and discounts on prescription glasses.
• Reward & Recognition – we love celebrating great work, we recognise those who go above and beyond.
• Everyday Discounts – our benefits platform gives you access to discounts from over 50 leading retailers, helping your money go further every day.