Akzo Account Manager

Job Description

Brief Description of Role (i.e. purpose of role)First point of contact for a dedicated customer. Handle order requests, queries and help deliver excellent customer service. Involved in all aspects of the dedicated account. Managing +/- 150 tankers, Order entry, dedicated driver planning, M&R, Tank allocation,Intermodal, Load, Deliveries & Customs. Short Sea and Deep Sea moves. Two positions and role will be split but job swap on a regular basis, to enable understanding of the full contract.Key Activities & Responsibilities Key Activity 1 - Health And SafetyResponsible for ones own, co-workers and stakeholders health and safety.Key Activity 2 - Service DeliveryHandle customer order requests and provide accurate and timely information about services, lead times and costs.Keep customers informed of any impact or changes to their orders as soon as possible and in the case of delays, provide alternative options and costs with the communication.Ensure key events of the transports are communicated immediately such as load and delivery confirmations.Through the creation of an order, ensure all the required details are captured in the system and communicate key requirements to other internal departments to ensure all customer requests are met.Key Activity 3 - Cost RecoveryThrough the kickback report and review of the jobs after completion, review, advise the customer and recharge all applicable additional costs.Month end reporting for Additional CostsKey Activity 4 - Continuous ImprovementReview and monitor templates against completed orders to ensure all necessary instructions are available for relevant parties. Review complaints and implement safeguards to avoid repeated issues. Highlight to Team Leader any costs repeatedly incurred thatare unrecoverable.Monitor OTIF performance by customer and provide improvement plans to achieve consistent high score.Key Activity 5 - AdministrationCompile and produce any customer requested reports, such as OTIF, extra cost reports etc. within the timeframe required.Selection Criteria *Essential/DesirableQualifications, Skills and KnowledgeE/D*Excellent communication with both customers and colleagues and the ability to develop relationships both internally and externally.DCompetent in the use of I.T. system, outlook, excel etc.ESome geographical knowledgeDReasonable level of mathematics and ability to perform basic calculationsEExperiencePrevious roles in customer service or within logistics industryEExperience of advising and recharge costsDHistory of growing and developing relationships with customersDCompetenciesAn ability to work well under pressureDCommunicate with various departments to achieve common goalsDPersonal Attributes & other requirementsAble to withstand high pressure situationsDWilling to travel and on occasion, work unsociable hoursEOther Information:Budgetary ResponsibilitiesResponsible for the invoicing and monitoring of between 7 and 9 million worth of sales per annumKPIsAchieve service and financial targets and operate within set budgetsDeliver outstanding levels of customer serviceDevelop and maintain excellent relationships with both internal and external stakeholders.Typical Problem Areas Faced in RoleOperational issuesChanges to demands by customerCommunication breakdownsProblem solving of exceptional situations with staff and customers.BenefitsHolidays - 20 days (1 extra day per year upto 25 days max)Company pensionCycle to Work SchemeCasual DressOn-Site ParkingDuvet Day (after probation)