Account Manager – Customer Services

Job Title: Account Manager

Responsible to: Sales and Customer Service Manager

Job Status: Permanent and Full Time

Location: Unit 13 The Business Centre, Molly Millars Lane, Wokingham, RG41

Working Hours: The department is operational from 8.00am to 6.00pm, Monday to Friday and 8.00am to midday on a Saturday (Saturdays are covered by shift rotation within the team)

Salary: £21,600 to £30,000 (Dependant on experience)

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We are looking for a passionate and enthusiastic Account Manager who will partner with and ensure the long-term success of our customers and our business!

The Company: Gazelle International Limited is one of the founding members of APC Overnight which is the UKs largest next day delivery network, with more than 115 local depots covering all areas of the country. We pride ourselves on providing first class customer service.

Job Summary: Working as part of the Account Management team you will be responsible for delivering a high level of customer service to both our external and internal customers.

You will enjoy developing long-term relationships within your portfolio of assigned customers, connecting with key business contacts and decision makers, liaising between customers and cross-functional internal teams to ensure the timely and successful delivery of our services according to customer needs. Consistently demonstrate the ability to identify, develop and convert new business leads.

Main Responsibilities:

• Develop trusted Account Manager relationships, be proactive and operate as the lead point of contact for all matters specific to your customers with a focus on building and maintaining long-lasting customer relations.
• Supporting the International business of the company through processing and tracking of consignments to ensure the timely and successful delivery of our services according to customer needs and objectives
• Notifying customers of potential parcel returns
• Managing customer daily reports
• Managing timed deliveries reporting to customers
• Managing customer 3rd party collection requirements
• Identify, target and convert new business opportunities and reengage with lapsed customers who are within our depot service area and collaborate with colleagues to ensure growth attainment across the Company
• Updating sales CRM database with all potential new business customers
• Where issues/complaints arise assist customers in a professional manner and escalate as required/according to Company procedure

Essential Knowledge and Experience:

• Customer service qualification or relevant experience gained from a similar role
• Proactively target / develop new business
• Self-motivated, able to work independently but also as part of team
• Excellent interpersonal, verbal and written communication skills
• Strong people management and interrelationship skills
• Strong influencing and negotiating skills
• Collaboration, analytical and strategic planning skills
• Excellent I.T skills (Excel, Word and PowerPoint in particular)