Account Manager

To deliver a market-leading service to all customers by delivering exceptional levels of customer focus, building long term service relationships between Rocialle Healthcare and the customer. A proactive retention mind set to develop existing customer base/new customers, securing revenue and profitability.

• 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 and long-term customer relationships.
• Overseeing customer account management, ensuring revenue retention and profitability margins.
• 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 reports.
• 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 ensuing no obsolescence is created.
• Updating the Tracker log (forecasts) to ensure customer data is consistently accurate and up to date.
• Manage shortages and customer expectations.
• General product information/samples.

• GCSE
• Proven customer service experience.
• Enthusiastic, hardworking and determined.
• Excellent communication skills (verbal and written) and the ability to build good customer relationships.
• Work as an active member of a multi-disciplinary team, working independently and in a team environment.
• Strong collaboration skills (across departments and sales teams).
• Attention to detail and understand importance of timely communication.
• Flexible and able to act quickly to the needs of the customer.
• The ability to handle complaints and difficult situations in a patient, calm and effective way.
• Works proactively to prevent customer issues.
• IT literate (Microsoft Office).
• The ability to be flexible, decisive and quick thinking and strong problem solving ability.
• Friendly and approachable.
• Customer focused.