Customer Account Lead

Are you an experienced Customer Account Manager or Customer Service Manager within a manufacturing or engineering environment Can you manage operational Customer Service for key customers with responsibility for coordinating on time delivery and managing customer satisfaction Are you looking for a supply chain orientated role where customer and departmental communication, the use of data and a proactive quality driven approach are essential

Kingscroft have been asked to recruit for a Customer Account Lead for a specialist manufacturing company. As the ideal candidate you will have customer facing experience in an automotive or engineering environment coupled with knowledge of order processing and production scheduling. The role will have many touch points internally from sales through to quality, production and purchasing.

Your role and responsibilities will include:

• Maintenance and updating of all customer supply chain static data
• To manage assigned customer demand to provide the supply of parts and service levels, in a timely and cost-efficient manner in order to satisfy both agreed customer service and specified Inventory levels in the event of escalation take a lead role in co ordinating the escalation process.
• To manage the order placement of assigned customers to secure the supply of goods and services, in a timely and cost-efficient manner in order to satisfy customer service levels.
• To migrate the reliance of raw materials replenishment from MRP messages to pull systems, ensuring the replenishment processes are aligned to production demand, planning parameters and that stock holding reflects current and or future demand.
• In conjunction with the Customer Service Manager and the Operations Team, develop a production planning process across all areas of the business.
• To work where appropriate as part of cross-functional teams on, supply chain improvement and / or problem resolution and customer service as required.
• To work within contractual agreements with assigned customers using standard framework formats which focus on improving customer facing business KPIs.
• To carry out contract review in line with defined policies and procedures, communicating and challenging any front-end changes that may impact production, supply, inventory and sales.
• To respond to customer calls, emails and or correspondence in line with defined policies or customer expectation. Where deadlines cannot be adhered to, verbal communication of delays to be followed by written agreement.
• To take ownership to complete questionnaires and or respond to customer alerts.
• Drive customer On Time Delivery in Full (OTIF) to the agreed target. Utilise the escalation process to address on-going / repeat concerns.
• Be supportive of the day-to-day management of nominated customer accounts and work with the Operations teams to resolve any urgent customer issues.
• Introduce ongoing measures of customer satisfaction by setting jointly agreed performance improvement targets internally and within the supply chain.
• Establish weekly, monthly quarterly reviews with key customer using standardised reporting mechanisms and procedures to drive performance improvement, including regular visits to customer sites as and when required.
• Negotiate freight costs to support unplanned customer demand.
• Manage inventory levels through use of the runner / repeater / stranger principles.
• Manage CHEP / Gefco ordering and reporting process to minimise rental charges.
• To conduct regular business reviews with customers, using this process to set and monitor performance improvements and development plans for individual work streams, providing regular feedback both formally and informally.
• Ensure costs of transport or goods support cost of sales requirements.
• Support the delivery of annual cost saving initiatives
• Ensure all deadlines for the assigned group of customers are adhered to through the use of planning tools as well as appropriate methods of communication, timeframes and milestones for monitoring purposes.
• To produce and distribute strategic KPI Performance Measures that align to customer issued reports.

This is a fantastic opportunity to work closely with key customers and a wide range of internal stakeholders to improve the delivery of significant projects. If you have customer facing skills and enjoy scheduling , planning and coordinating then please apply today.

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