Senior Key Accounts Manager in Belfast

Department: Sales/ Customer Service

Type: Full Time Permanent

Location: Office Based, Springvale Business Park, Belfast BT12 7AL

Job Purpose:

Reporting to the Managing Director, the Senior Key Account Manager will be accountable for managing the Company’s customer service department to effectively oversee the day-to-day management of all customer accounts. This role will champion outstanding customer support through developing strong customer relationships, providing high-quality customer service and managing Company procedures to ensure both customer requirements and business objectives are fulfilled.

Key Accountabilities:

• Responsible for overseeing the day-to-day account activity of all customer accounts.
• People Management responsibility for Key Account Managers.
• Champion our in-house CRM system, CERM, to ensure accurate reporting, efficiencies, and support business decision-making.
• Managing sales administration activities, e.g. inbound sales enquiries and new customer onboarding processes.
• Generating electronic Sales and Production orders.
• Calculating the quantity of materials required and generating purchase orders accordingly.
• Pricing sales orders in collaboration with the Sales Manager, using the agreed customer pricing structure.
• Maintaining controlled documents.
• Accurately maintain specification documents.
• Managing stock levels.
• Host online Customer Teams meetings and customer site visits to Biopax.
• A degree of flexibility is also required for travel to visit customers in the UK.
• Attending Production meetings to ensure Customer Service requirements are maintained.
• Managing customer service processes & customer forecasts.
• Provide customer-requested information efficiently and professionally, i.e., stock reports, dispatch, delivery notes, etc.
• Responding directly to customer queries, confidently and effectively resolving customer service issues.
• Managing the escalation of customer queries as required.
• Liaising with our supply chain network.
• Resolve invoice queries.
• Working to monthly targets in line with agreed margins.
• Ensure accuracy of all customer service data for management reporting.
• Working closely with the Accounts team to ensure accurate reporting.
• Ensuring Company policy, procedures and Health & Safety requirements are adhered to at all times.

Experience & Qualifications:

• A minimum of 5 years proven key account management experience.
• Experience with CRM systems (CERM) would be advantageous.
• A third-level qualification is desirable.
• People & Performance Management experience is desirable.
• Excellent verbal and written communication skills.
• Able to work autonomously, quickly, accurately and to tight timescales.
• Strong IT and admin skills, proficient in MS Office Outlook, Word, Excel, Teams and Zoom.
• Strong numeracy and literacy skills.
• Solid problem-solving and decision-making skills.
• A good team player with the ability to demonstrate strong working relationships.
• Articulate - excellent attention to detail with the ability to follow detailed processes and procedures.
• Ability to proactively use your own initiative and prioritise workloads to meet deadlines.
• Ability to operate effectively and flexibly within a fast-paced environment and maintain standards whilst working to tight production schedules.
• Professional communicator with the ability to build and sustain effective relationships with internal and external stakeholders.

Biopax Limited is an Equal Opportunities Employer.