Key Accounts Specialist - No Sales!

Key Accounts Specialist - No Sales! 

We are thrilled to continue our partnership with a valued client in Denton and assist their search for a Key Accounts Specialist to join their amazing team. Their remarkable growth and expansion are a testament to their dedication and vision and is the reason for this vacancy being available. It is a really exciting time to be joining this business, so if you are looking for your next permanent opportunity, and you have previous experience in a customer facing role, then please read on!

Job Title - Key Accounts Specialist

Salary - £26,000 (£28,000 with bonus)

Job Type - Permanent, Full-Time

Hours - 40 per week

Role Overview: The Key Accounts Specialist serves as the primary point of contact for key customers, handling all inquiries, aftersales issues, and backorders. With a strong commitment to exceptional customer service, the KAS addresses sales order and service-related queries, ensuring timely responses and effective resolutions.

Responsibilities:

• Manage and maintain a dedicated inbox, promptly addressing general inquiries.
• Collaborate with the Channel Manager to meet departmental SLAs on lead times and case resolutions.
• Partner with an Area Sales Manager (ASM) to support area development and growth, including making targeted outbound calls to customers.
• Work alongside a Support Specialist to handle daily tasks and provide coverage as needed.
• Resolve customer complaints and queries efficiently, using the CRM system for communication and updates.
• Provide customers with advice and guidance, making cost-effective decisions for issue resolution.

Key Tasks:

• Process a large volume of orders for key customers.
• Maintain and develop relationships with existing customers while generating new sales.
• Answer a large volume of incoming calls daily.
• Ensure customer satisfaction by establishing professional and responsive relationships.
• Manage back-orders and delays, keeping customers informed.
• Process payments and create accurate drill specifications.
• Release orders via the website.
• Liaise with customers and internal departments.
• Identify process improvements and business opportunities with the Channel Manager.
• Assist Support Specialists in resolving aftersales issues.
• Achieve KPIs and objectives, handling both incoming and outgoing calls.
• Process replacement sales orders and utilise transport and third-party carriage effectively.
• Make commercial decisions for resolving customer issues, guided by the Channel Manager.
• Develop and maintain good working relationships with ASMs and other internal departments.
• Efficiently manage workload and seek assistance from Support Specialists when needed.
• Follow up on first order deliveries to ensure customer satisfaction.
• Provide outstanding service to increase sales growth.
• Make outbound sales calls to lapsed, trading down, and new accounts, logging calls through CRM.

Candidate Specification:

• Experience in delivering excellent customer service.
• Logical, methodical, and detail-oriented approach.
• Ability to work under pressure while focusing on key priorities.
• Strong team player with a positive, can-do attitude.
• Self-motivated and capable of working independently.
• Adaptable to different workplace and customer cultures.
• Flexible and collaborative team player with a strong customer focus.
• High energy and urgency to meet customer expectations.
• Motivated to set and meet high performance standards.