Logistics Account Manager

Responsive Personnel are working with a local client looking to add an account manager to their growing team. This is a fantastic opportunity to work with a forward-thinking company.

Purpose/Objectives of Job: Overall responsibility of individual customer accounts within the operations and day-to-day planning and management of said accounts. Provide up-to-date SLA/KPIs on all aspects of the accounts. Close liaison with their relevant CRM, and the relevant warehouse team leaders (TL) who manage the account. Escalate where required to their relevant CRM, and share important information with the company.

Responsibilities and Tasks:

• Day-to-day responsibility for the management of individual accounts within operational aspects.
• Ensure that KPIs are up to date and can be provided monthly to both the relevant customer and management within the company.
• Ensure the day-to-day SLAs of outbound/inbound sectors are monitored and escalated when not going to be met.
• Monitoring order volumes/flows and receipts daily of their accounts, escalating where required to help various teams plan resources for warehouse needs.
• Keeping close relations with their CRM and the relevant TL within the warehouse.
• Correctly invoice for all aspects (apart from hourly charges) of work conducted across accounts on a weekly/monthly basis.
• Invoice relevant customers in a timely manner in line with expectations set by management.
• Ensuring that all relevant order/customer references are included on relevant shipping labels to ensure we can relate costs to them when invoicing.
• Have the ability to manage a number of accounts and prioritize tasks where needed across said accounts.
• First line & prompt communication with customers should queries or complaints arise, and escalate internally so the team is aware of issues.
• Ensuring costs are being correctly charged in line with customer rates, this can be picking and packing charges/courier charges/storage charges etc., and escalate internally if not correct, and need assistance amending.
• Attending meetings internally to discuss accounts they have involvement with.
• Attend meetings on-site with clients to discuss their account and offer a day-to-day perspective.
• Ensure to escalate and identify rework tasks within their accounts and raise this to the rework manager in order to get this completed in a timely manner.
• Managing customer expectations to ensure tasks or delays are managed effectively and keeping the customer in close contact and up to date.
• Ensure that any health and safety concerns are escalated to the relevant team through the SharePoint so that action can be taken to resolve health and safety risks.
• Attend team meetings internally where required to ensure you are up to date on the latest company information.
• Maintain and strengthen customer relationships and ensuring all their logistics needs are met.
• Answer the phone when calls are transferred through via reception, when reception is on leave, answer the phone to outside calls.
• The ability to hold one-on-one meetings with customers via Zoom/Teams to build and aid customer relations.

Person Specification:

• Self-motivated, good organization skills.
• Reliable.
• Process-driven.
• Have great customer service skills.
• Have great communication skills, both internally within the team, and externally client-facing.
• The ability to think of solutions and workarounds.
• Availability to potentially work weekends when needed for stock takes etc., 4-5 times per year max.
• Articulate and numerate with good presentation skills.
• Competent in the use of Windows Office Packages and Logistics Management Systems.
• Minimum of 1 year's experience within the Logistics or similar industry.

Details:

• Location: Lambourn Woodlands
• Hours: 9am - 5:30pm
• Salary: GBP26,000 - GBP29,000