Customer Account Executive - Reed : Job Details

Reed in Sunderland is currently recruiting for a Customer Account Executive for a well-regarded organisation within the logistics sector. This role is essential for delivering exceptional customer service, building strong, lasting client relationships, and enhancing customer satisfaction and retention.

Benefits:

• Competitive pension scheme
• Free parking
• 28 days holiday
• Access to Perkbox for various discounts and offers
• Opportunities for professional growth and development
• Working Hours: Monday - Friday, 40 hours per week between core hours of 8am - 6pm (flexible start times)

Key Duties:

• Act as the primary liaison for designated accounts, ensuring a high degree of customer satisfaction and loyalty.
• Develop and maintain strong relationships with key stakeholders within customer accounts.
• Regularly engage with clients to understand their requirements, challenges, and expectations, offering proactive support and solutions.
• Represent the customer's perspective within the company, relaying client feedback and championing their needs across various teams.
• Collaborate with internal departments (e.g., operations, sales, logistics, finance) to ensure timely and precise delivery of products/services.
• Monitor account performance and service level agreements.
• Address escalated customer enquiries or issues with effective problem-solving skills, ensuring solutions are implemented swiftly and efficiently.
• Resolve service or product issues by working alongside relevant teams and maintaining communication with the client throughout the process.
• Identify opportunities for process enhancement, propose methods for streamlining client management practices, and help optimise workflows.
• Stay informed about industry trends, client needs, and competitor activities to ensure the company remains competitive and responsive to market demands.

Required Skills & Experience: 

• Demonstrated experience in a Customer Service Operator role or similar.
• Exceptional relationship-building capabilities, being personable, approachable, and capable of establishing trust and rapport with clients at all levels.
• A proactive mindset, anticipating client needs and addressing issues before they escalate.
• An empathetic approach, understanding the customer’s viewpoint and prioritising their needs.
• Detail-oriented, ensuring high accuracy in all aspects of work, particularly when managing complex accounts or data.
• Goal-driven, focused on achieving client satisfaction and organisational objectives.