Job Details
Our client has more than 63,000 employees at 1,000 locations in over 100 countries and is one of the world`s leading logistics companies. Its strong market position lies in the sea freight, airfreight, contract logistics and overland businesses, with a clear focus on providing IT-based supply chain management services.
They are the contract logistics partner of choice for logistics outsourcing and the management of complex supply chains.
Their integrated services include all aspects of logistics planning, control, and execution. From point of origin to consumption, they design solutions that turn logistics operations from a challenge into a substantial competitive advantage.
Their drinks logistics division has extensive capabilities to support the unique supply chain challenges of the international drinks industry. This includes individual wine growers and spirit distillers, global exporters and importers, and multinational retailers. Their services provide world class capability to select sectors of the drinks industry and to international operators.
They are currently seeking an Account and Service Manager to be based at a major site in Derbyshire. The position is permanent.
Reporting to the Primary Customer Service Manager, the Account and Service Manager will be the link between our clients Operations Teams and Customers. You will ensure that high levels of communication, support and understanding between internal departments and our customers businesses are developed. You will proactively lead performance and process reviews to enable continuous improvement, actively manage and resolve day to day escalated customer issues, as well as balancing cost and service. This role is also to ensure that the business is aware of our customer performance / plans / feedback by monitoring contractual performance and sharing customer feedback.
Specifically you will lead the primary customer service team.
You will develop and manage relationships with customers.
You will work closely with and gain an understanding of the Primary On and Off Trade role.
You will attend regular formal customer face to face review meetings representing our client.
You will develop relationships with Operational Managers through site visits, team meetings and conducting Operational Service Reviews.
You will have an involvement in Contract Management meetings - enabling cross contract / region best practice and communications.
You will monitor and measure contractual KPI’s and processes and will ensure our clients service performance is in line with contractual KPI targets.
You will provide accurate and meaningful reports to the businesses with commentary on individual depot performance.
You will ensure that any performance issues and successes are highlighted or resolved at an early stage.
You will increase awareness of customers, contracts and service levels within the business and sharing customer feedback.
You will escalate trends / issues to the Leadership Team.
You will recognise and share successes and learnings with the business.
Finally you will support any network initiatives / projects.
You will be an accomplished logistics professional although our client is open minded as to your background. You may be Contract Manager, Operations Manager, Business Development Manager or a Customer Services Manager which is what the role is all about.
Irrespective of your background you must have an excellent Customer and Service focus.
Some experience of project management is desirable.
You will be confident and highly motivated with excellent inter-personal, communication, relationship building, influencing and negotiating skills at all levels, both internally and with customers.
You will possess strong business and commercial awareness, with the ability to translate customer contractual obligations into operational activity.
You will be PC / IT literate with strong working knowledge of Excel, Word, PowerPoint, SAP & LES.
You will have a good working knowledge of operational processes and procedures.
You will have strong written and verbal communication skills with the ability to produce accurate, detailed and timely management information to present to senior managers and customers.
You will have strong planning and organisational skills – proven ability to manage a high and varied workload.
You will be flexible and adaptable approach to work – includes travelling to various depots and customer sites across the UK, with some evening / weekend working.
You will possess an ability and willingness to challenge positively and develop solutions.
You will be smart and presentable and confident in meeting and presenting.
You should have a full UK Drivers Licence with a maximum of 6 points.
This job is no longer available for new applications.
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