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Inside Fulfilment Account Manager – Basildon

Closing Date: 9th March 2021

Vidu Group

About this position

Vidu are working on a super exciting assignment in the search for an Inside Fulfilment Account Manager on behalf of an extremely innovative, technology focused logistics business.

Within this role you will act as a client advocate and work with internal departments to ensure that client needs are understood and satisfied. The role may also encompass sales, handling client complaints, collecting and studying data, and improving the overall customer experience.

There is an extremely competitive salary, KPI related bonus, car allowance, package and excellent opportunities for career development and progression towards Senior Account Manager.

Our client has engaged with Vidu VIP to commence the initial search.

Our team of dedicated consultants will be your first point of contact when applying for this role.

Scope of the Role:

The role involves the overall interfacing with Fulfilment customers, Supply Chain and Transportation Teams, in addition to internal Fulfilment Operations partners. You will be a key stakeholder in our clients 3PL customer fulfilment team and you will work independently to strive for continuous improvement of quality and performance levels to serve our clients demanding customers, resulting in a first-class customer experience.

Key Responsibilities:

To provide first class account management answering support queries via phone and email.

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To take ownership of client’s problems and be proactive when dealing with customer issues.

Respond to enquiries from clients in a timely manner and help resolve their problems.

Ability to communicate with service suppliers and the warehouse team.

Support customers in using our clients platform by providing necessary training and advice, by telephone, email or screen share.

To accurately follow escalation procedures.

To have knowledge of client’s products.

To help arrange for internal technical support where problems cannot be resolved in house by liaising with relevant admin/staff members.

To have knowledge on SLA’s for delivery partners.

The ability to advise on invoice queries clients may raise.

Attend customer review meetings on site and at a customer premises if needed.

Organise customer rate review meetings and submit the rate increase notifications as and when required.

Support Head of Sales with new business acquisitions.

Assist with the onboarding of new customers.

Keep customers up to date with operational, transportation, technical developments, and issues.

Work with the following internal departments – CMT, CS, Operations, Finance, IT and BSI team.

Work with the following external partners – Carriers and Local carrier operations.

Provide assistance to clients in new territories when they go live i.e. Europe and USA.

Impact & Influence:

Monitor and analyse customer experience and order delivery performance against set KPI & SLA’s.

Develop and maintain strong internal communication processes to ensure smooth and efficient flow of accurate information across our clients cross-functional national and international teams.

Support with projects within our clients Fulfilment Operations/Supply Chain/Transportation team to support the growth of their business.

Skills and experience required

3+ years experience in Account Manager and a desire to develop a successful career within a 3PL logistics provider, supply chain, logistics and distribution or operations environment in an international company.

An understanding of eCommerce.

Proven experience working within a customer focused environment.

Good organisational and time management skills

Self-motivated with the ability and drive to learn and work autonomously.

Ability to work under pressure, keeping calm, professional and maintaining positivity even under difficult circumstances.

Understanding of the urgency required when dealing with late order, miss-pick and operative error issues.

Excellent customer service skills.

Confident and sociable personality.

Good communicator (written and verbal)

Excellent Telephone Manner.

Excellent computer literacy (Access, Excel, PowerPoint, Outlook, and Word); Strong Communication & interpersonal skills.

Proven business case decision-making and problem-solving capabilities with attention to detail.

Team player who can operate to deadlines.

A valid driving license.