Account Manager

An account Managers role is crucial in maintaining strong relationships and ensure the customers are satisfied. The Account Manager will manage daily communications, coordinate the accounts delivery/orders/OTIF/ stock reports, and general day to day activities with internal teams and drive growth by identifying upselling/cross selling opportunities.

Delivering weekly, monthly, quarterly and yearly sales targets (as defined by the Customer Services Manager).
• Monitoring usage against sales forecasts, ensuring effective communication to the customers and the Operational/Commercial Team regarding any
significant sales variances.
• Championing a customer-centric culture, delivering market-leading customer service that will secure valuable, trusting, long-term customer
relationships.
• Overseeing customer account management, ensuring revenue retention and profitability margins.
• To identify addition sales opportunities within your customer base and try to expand your customers business including category expansion
• Managing customer accounts in a timely manner, ensuring successful delivery to all customers.
• Preparing account-based reports to track and monitor performance and customer satisfaction. Daily back orders, open orders, shortage reports, complaints, low expiry logs/substitutions, CTO’s, stock reports and sales
report.
• A positive can-do attitude with the ability to work on your own as well as a part of a wider team
• Open to collaborative working and feedback
• Collaborating with the Sales Department to understand the current needs (and future requirements) of customers, through proactive account management, and driving growth opportunities within the customer base.
• Managing customer accounts in a timely manner, ensuring successful delivery to all customers.
• Reviewing the stock levels on all bespoke products, ensuring continued usage, and ensuring no obsolescence is created.
• Updating the Tracker log(forecasts) to ensure customer data is consistently accurate and up to date.
• Manage shortages, customer expectations and complaints.
• General product information/samples
• Open to collaborative working and feedback
• Ensure that local Quality Management System requirements, including Good Manufacturing Practice and Good Distribution Practice requirements are adhered to at all times.

Person Specification

Education, Qualifications and Training

Essential

• GCSEs at grade 4/C or above in English and Mathematics, or equivalent qualifications.

Desirable

• Relevant customer service, sales or business administration qualification, such as a BTEC or NVQ.
• Training in CRM, order processing or account management systems.

Skills/Knowledge

Essential

• Ability to build and maintain effective customer relationships.
• Strong collaboration skills, with the ability to work independently and across departments and sales teams.
• Effective organisation and time-management skills, with the ability to prioritise and respond quickly to customer needs.
• Confident user of standard IT systems and able to learn new platforms.
• Ability to manage complaints and difficult situations calmly, professionally and proactively.
• Flexible, decisive and adaptable, with strong problem-solving skills.
• Knowledge of customer service principles, account management, stock reporting and sales forecasting.

Desirable

• Knowledge of CRM systems, forecasting tools, order processing systems and product pricing.
• Understanding of stock management, order fulfilment and OTIF performance.

Experience

Essential

• Proven experience of managing customer accounts or delivering customer service within a commercial environment.
• Demonstrable experience in a customer service, customer support or account management role, including responsibility for account coordination
• Experience of communicating with customers by telephone and in writing.
• Experience of working to and achieving agreed performance, service or sales targets.

Desirable

• Previous experience of cross selling and upselling.

Personal Qualities 

• Friendly, approachable and customer-focused.
• Enthusiastic, hardworking and determined.
• Resilient when facing challenges and open to change.
• Positive, accountable and receptive to feedback.

Values

Essential

Evidence of working in a manner consistent with Rocialle’s CARE values through day-to-day behaviours and professional conduct.

• Committed – Demonstrates commitment to delivering high-quality work, continuous learning, and collaborative working to achieve positive outcomes for customers.
• Agile – Demonstrates a flexible and adaptable approach, proactively identifying opportunities for improvement and responding effectively to the needs of others and changing priorities.
• Respectful – Demonstrates fairness, consistency and honesty in their approach, acts in the best interests of others, and listens to and treats people with dignity and empathy.
• Ethical – Demonstrates accountability for their actions, ensures compliance is embedded in their approach to work, and takes responsibility for supporting sustainable practices.