Job Title: Internal Account Manager
Location: Swindon
Term: Permanent
Salary: £21,000 per annum
Key Responsibilities
- Ownership of the allocated customer accounts from order processed to cash collection
- Maintain regular communication with your customer site managers and our RIM’s to ensure total transparency & sharing of pertinent information throughout the call off to installation cycle
- Lead point of contact for all customer requirements
- Building and maintaining strong relationships based on trust, a sense of urgency, professionalism.
- Your understanding of your customer’s needs and ensuring that you meet and exceeds expectations.
- Proactively manage the customer order bank through regular contact with sites and sales.
- Manage every stage of the order process via total ownership of each customer order from the point of call off to successful install.
- Manage all customer issues, ensuring all records are maintained and full resolution is achieved to the customer’s complete satisfaction.
- Facilitate customer solutions and resolutions by bringing together cross-functional stakeholders
- Actively assist in the cash collection process
- Maintain site status trackers to reflect current & planned call off / sign off & completion activity.
- Maintain a live working document of all customer’s requirements and contact details.
Daily Duties/Responsibilities
- Follow the daily structure and execute the necessary processes each day to the defined procedures.
- Attend the daily morning “huddle” meeting with the necessary information surrounding the previous days installs.
- Manage future installations and remedial liaising with the RIM for physical surveys/plot availability and Planning teams (Installation and Delivery) ensuring plot readiness communication is complete and planned installations & remedials take place on the planned days
- Promote a positive ‘can do’ environment within the office
- Contact site as soon as practicable following a failed job, to provide reassurance and you will confirm a new install date as soon as you have one confirmed internally.
- Work closely with the Installation Planner to ensure the installation plans work not only for the customer but the business.
- Any other reasonable duties as specified by the Contracts Office Manager
Skill Requirements
- MS Excel intermediate, comfortable working with ERP and scheduling systems, strong administration skills.
- Confident and assertive communicator across all mediums.
- Excellent organisational and prioritisation skills, and able to work under pressure
- Understanding of the product and construction industry preferred.
- Attention to detail, task focus and accuracy
- Able to work as part of a team as well as individually.
- An influencer by nature, able to engage both internal and external stakeholders to be customer-centric in their approach to ensure customer satisfaction continuously.