Account Support – Key Accounts

Purpose

To support the Account Manager to increase customer satisfaction, retention and lifetime value through strong relationship building and servicing key account business needs.

Responsibilities and Accountabilities

• Provide proactive assistance and support to the account manager, manage own workload and priorities in line with account strategy.
• Help generate proposals, responses to tenders, quotes, ensuring prompt, professional follow up.
• Provide account analysis & support execution of strategies to drive sales and relationships.
• Understand the accounts’ business models in order to help priorities tasks.
• Understand Stark’s products, services, pricing and support structure in order to maximize customer value and satisfaction.
• Understand Stark culture, strategy and marketing positioning.
• Communicate customer intelligence back to the business to enable better proposition and service responses.
• Keep management informed regarding progress and issues relating to strategic direction.
• Manage telephone, email & internal queries on a daily basis.
• Prepare and maintain quotes, tender responses, and orders in Starks customer management system (CRM)
• Ensure quality of sales orders processing is of the highest standard: timely, accurate and comprehensive.
• Is able to effectively time manage between short term reactive and proactively achieving key business goals.
• Carry out transactional sales of goods and services.
• Manage and monitor in-house consoles to ensure prompt response to queries.
• Manage and contribute to existing account plans & customer reports.
• Provide professionally presented and accurate data as and when requested, either in Microsoft Excel or other formats as appropriate.
• Provide consistently helpful, efficient and courteous support to customers and colleagues.
• Demonstrate ownership of tasks, activities and projects and use initiative.
• Proactively liaise with and quickly build rapport with customers and suppliers.
• Proactive use of telephone and follow up with emails to maintain clear audit trail at all times.
• Attend internal meetings in lieu of Account Manager as required.
• Attend external meetings with Key Customers as required.
• Manage & maintain Key Customer scheduled reporting.
• Manage & maintain Key Customer data in CRM.
• Ensure that Key Customer Billing Data is accurate.
• Participate in regular training/learning activities to maintain and develop skills and knowledge.
• Adhere to all Stark policies, procedures and working practices.
• Ensure the health and safety of yourself and others who may be affected by what you do; use work equipment provided safely and co-operate with managers to provide safe systems of work.
• Any other reasonable duties as required

#J-18808-Ljbffr