Customer Success Executive

Job Description

Job Title: Customer Success RepresentativeLocation: Birmingham City CentreType: Full-TimeCompany Overview:Our client is a leading distributor in the FMCG industry, dedicated to providing high-quality products and exceptional service to our valued clients. We are seeking a Customer Success Representative to join our team and take ownership of managing and growingrelationships with key accounts i.e forecourt stores within a group. This role is pivotal in ensuring our clients receive top-notch service and in driving business growth through customer satisfaction and order expansion. As a Customer SuccessRepresentative, you will be a vital part of our customer success team responsible for managing a large account, building strong client relationships, and increasing customer loyalty. Your primary goal is to provide excellent customer service, address inboundqueries, take orders, and proactively reach out to clients to assess their satisfaction and uncover opportunities for growth. You will also be responsible for rolling out initiatives like training programs to enhance the service experience for our clients.Key Responsibilities:1. Inbound Query Handling: Manage inbound queries, including product inquiries, orders, and general customer service requests promptly and professionally.2. Account Management: Take ownership of a designated large account, ensuring their unique needs and requirements are met. Proactively manage the clients order history and preferences.3. Client Relationship Building: Establish and nurture strong client relationships through regular communication and proactive outreach. Understand the clients needs and goals, and provide solutions accordingly.4. Order Expansion: Identify opportunities to increase order quantities or introduce new products and services to clients. Work to maximize account value through upselling and cross-selling.5. Customer Satisfaction: Gauge customer satisfaction levels by conducting satisfaction surveys or interviews. Address and resolve any issues or concerns to maintain a high level of client happiness.6. After Care: Provide after-sales support by addressing any post-purchase inquiries, concerns, or issues. Ensure that clients have a seamless experience throughout their engagement with our company.7. Initiative Rollout: Collaborate with the team to design and execute initiatives such as training programmes for stores that enhance the customer experience and service quality.8. Data Analysis: Utilise customer data and feedback to identify trends and opportunities for process improvement and product/service enhancement.Qualifications and experience:• Previous experience in a customer service, account management, or customer success role.• Strong communication and interpersonal skills.• Proactive and results-driven, with a focus on client satisfaction and business growth.• Ability to handle multiple tasks and priorities effectively.• Familiarity with the FMCG industry is a plus but not mandatory.• Proficiency in using customer relationship management (CRM) software to manage client interactions and data or Excel• A bachelors degree in business, marketing, or a related field is desirable but not mandatory.Package• £23000 - £25000 per annum• Company pension• 20 days holiday