Purpose of Role
As a member of the Key Account Support Team, you will manage all activities required to meet the customer's needs. To ensure a consistent, effective and efficient execution of these activities in order to provide the best service possible to the customer. Ensure on-going performance monitoring of all aspects of service to the customer. Develop an understanding of the customer's business and their needs and Barclay's product portfolio offerings to meet those needs. Develop and in-depth knowledge of customer sales by product and by territory. Use this and other knowledge gathered to contribute to commercial strategy.
Key Responsibilities
Sales order Processing
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Sales order processing and administration including administration of export documentation and pricing information.
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Manage daily the service required from logistics providers. Negotiate new routes as required.
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Generation and processing of rebates and credit notes where appropriate which may include all territories.
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Co-ordination of a team approach to key account management through integration with relevant company functions.
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Prioritising and scheduling of orders while coordinating with other territories and incorporating consideration of available supply chain capacities.
Customer Relationship Management
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Engage in frequent proactive communication with key customers in order to foster business relationships.
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Understand the customer's needs and requirements in detail and be in a position to anticipate their movements.
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Participate in in-field key customer visits in conjunction with the commercial team.
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Develop and co-ordinate the data capture of customer information to provide a comprehensive knowledge base of our customers.
Customer Service/Commercial Team Support
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Contact point for customers and travelling Sales Team to communicate all queries, issues, literature requests and complaints.
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Internal customer account champion with responsibility for prompt resolution of all customer queries and complaints in conjunction with relevant Barclay functions.
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Ensure the customer is informed of order delivery/status date at all times and is notified if changes occur.
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Have an understanding of our products and their functionality.
Performance Monitoring/Quality systems
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Define reports required to manage the day to day activities and review accordingly.
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Use existing Quality systems to document procedures, work instructions, record non-conformances and opportunities for improvement as defined by the Quality Manual.
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Review Training versatility charts and plan on-going training in-line with quarterly performance contracts.
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Assist with Reception Duties and Phone cover when required.
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Ensure correct pricing and billing from transport companies for every trip.
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Any other ad hoc duties that may be required in order to best serve the needs of the business and its customers.
Essential Criteria
Fluent in English.
Fluency in another language preferable but not essential.
Minimum 6 months Experience in a customer focused administration environment.
Educated to Degree level or equivalent qualification in related discipline.
Experience managing customer accounts with the ability to solely manage all aspects of customer accounts.
Detail-oriented and organised.
Problem solver.
Excellent Computer, numerical and project management skills.
Professional telephone manner.
Positive attitude and strong work ethic.
