Account Executive/Account Director in Marlow

Are you passionate about delivering exceptional customer service and building strong client relationships? Do you thrive in a fast-paced environment where no two days are the same? We have an exciting opportunity for an Internal Account Executive to join our Customer Services team in Marlow.

Acting as the main point of contact for our customers and mailing houses, you'll play a key role in managing relationships, ensuring service excellence, customer retention, and operational success. Ideal for candidates with a strong B2B account management, client services, or relationship management background who enjoy managing a portfolio of customers and building long-term partnerships. You will be highly organised, proactive, and confident in managing multiple priorities while working collaboratively with internal teams to resolve queries and deliver excellent service. This is a varied role where you can make a real impact on customer satisfaction and business performance while continuing to develop your skills and experience.

About the Role

As an Internal Account Executive, you'll develop strong relationships with customers and internal stakeholders, ensuring service levels are maintained and exceeded wherever possible. You'll work closely with Sales, Operations, Transport, and Forecasting teams to deliver the highest standards of customer service.

Key responsibilities include:

• Acting as the first point of contact for customer and mailing house enquiries.
• Building and maintaining strong customer relationships to maximise retention.
• Coordinating collections, consumables, and mailing schedules in line with service level agreements.
• Liaising with operational teams to ensure efficient and cost-effective delivery solutions.
• Producing customer reports, service analysis, and KPI reporting.
• Managing customer complaints and invoice queries through to resolution.
• Maintaining and updating issue logs, identifying trends, and driving continuous improvement.
• Supporting forecasting activities by providing accurate volume projections.
• Working collaboratively with Sales teams to support customer growth and service excellence.

Benefits

• Annual leave enhanced with long service.
• Company Pension.
• Long service rewards: both financial and leave-based.
• Health cash plan.
• Life assurance scheme.
• Critical Illness cover.
• Access to our prestige benefits and rewards portal.
• Career development opportunities.
• Access to a well-established Employee Assistance Programme provider.
• And other excellent benefits you'd expect from a market leader.

Requirements

• We're looking for a motivated and organised individual who enjoys working with customers and takes pride in delivering outstanding service.
• Previous experience in a customer service, account management, or client-facing role.
• Strong organisational skills with the ability to manage multiple priorities and deadlines.
• Excellent communication skills, both written and verbal.
• A proactive and solutions-focused approach.
• The ability to work independently while contributing effectively as part of a team.
• Good IT skills, including Microsoft Office.
• Intermediate Excel skills, including experience with Pivot Tables and VLOOKUPs.

About You

• You will be customer-focused with a professional and positive attitude.
• Self-motivated and able to work with minimal supervision.
• Comfortable building relationships with stakeholders at all levels.
• Analytical and detail-oriented, with a passion for continuous improvement.
• Flexible and adaptable in a fast-moving environment.

Additional Information

• Flexible approach to working hours to accommodate working on a rotating shift pattern.
• Full driving licence to be able to travel on occasion to other business and/or customer sites for meetings as required.