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Customer Account Manager

Job Summary

  • Act as the primary point of contact for allocated customer accounts, building strong, long-term relationships. 
  • Receive, review and process customer orders efficiently and fully, with technical specifications. 
  • Ensure all customer drawings, revisions and technical documentation are accurately communicated to Production & Purchasing teams and if required arrange technical reviews with the relevant persons. 
  • Ensure the correct drawing pack is available for orders and communicate the key technical information, purchasing requirements and pricing details, ensuring relevant teams have all the details they require.  
  • Attend the daily production meeting to review current production progress, discuss priorities, identify any potential issues, and communicate customer requirements to ensure orders remain on schedule. 
  • Liaise with the Despatch Supervisor to make sure customer orders are packed in line with customer-specific packaging requirements and are suitable for the intended mode of transport. Coordinate the delivery schedules and logistics plans to ensure orders are despatched accurately and on time, resolving any issues that could impact delivery commitments. 
  • Monitor production and despatch schedules and proactively communicate order updates, delays or changes to customers.  
  • Discuss urgent orders with the Senior Customer Accounts Manager for agreement of lead time with the Production Manager. 
  • Resolve customer issues promptly by working with the relevant internal teams to identify and implement effective solutions. Record customer complaints accurately, communicate them with the Quality team where required, and keep customers updated on progress through to resolution. 
  • Obtain transport quotations and coordinate the shipment of customer orders worldwide. Build and maintain strong relationships with external hauliers, negotiate competitive transport rates, and ensure the most cost-effective and reliable delivery solution is selected to mee customer delivery requirements. 
  • Report weekly on service performance for customers, including on-time delivery, trends and any issues. Champion the on-time delivery KPI by highlighting risks, driving improvements, and working with internal teams to ensure customer orders are delivered on time and in specification. 
  • Maintain a Lean mindset by suggesting & implementing improvements across the customer accounts operational processes.  
  • Ensure adherence to company policies & procedures, including relevant Risk Assessments and Safe Systems of Work (SSOW’s) when in the production, dispatch or yard facilities.  
  • Any other duties, within reason and capability, as agreed with the Production Manager/Senior Managers  

Person Specification

Qualifications/Attainments

Essential

  • Good level of secondary education including 5 passes at GCSE level A – D including Maths and English or equivalent 

Desirable

  • Post-secondary education to degree level, in a customer/sales related discipline 

Relevant Experience / Knowledge

Essential

  • At least 2 years customer service experience 
  • Demonstrated ability to form and maintain work partnerships with customers

Desirable

  • Experience in the despatch and distribution of goods
  • Engineering industry experience
  • Understand of cost-effective stock control

Skills and Competencies

Essential

  • Strong organisational, planning & time management skills
  • Excellent communication skills, both oral and written
  • Ability to make decisions and use own initiative
  • Strong IT skills

Desirable

• Competent in use of MS Office 365 applications and Sage 200 

Job Related Documents

Job Details

  • Job Title: Customer Account Manager
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