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About The Job
We're looking for an experienced Account Manager to join our office-based Sales team.
Account Manager
Hours: 40 hours per week, 8-5pm Mon-Fri
Location: Poole
What You Will Be Doing
- Proactively schedule and complete agreed volume of outbound customer calls per day.
- Respond to customer email enquiries within agreed timeframe.
- Making appointments for BDM ensuring that all open opportunities are completely up to date and recorded in CRM.
- Manage requests for quotes and follow up as required, engaging other departments to ensure accuracy of information (inc. stock availability, delivery schedules, pricing etc).
- Document all customer interactions on CRM system, including calls, emails, tasks, projects, opportunities. Ensuring that information inputs are accurate and up to date.
- Analyse each customer's accounts to assess and identify opportunities to drive growth and profitability.
- Identify and sell existing or new whitespace products.
- Actively maintain positive client relationships through service delivery; anticipating needs and potential issues.
- Research and understand product availability, actively engaging with category management, fulfilment and operations teams.
- Keep track of NPS scores, seeking customer feedback as a means to identify areas for improvement.
- Research and stay up to date on industry trends relating to customer group, suggest product ranges that may be of interest.
- Management of customer complaints in a professional and timely manner, documenting resolution steps, reporting internally and appropriately with the customer.
- Create memorable service interactions at each customer touch point.
- Maintain an in-depth knowledge of customer accounts; tracking any changes in personnel, decision makers, key contacts or potential changes in business circumstances.
- Proficiently utilise CRM and ERP systems to highlight opportunities for account growth.
- Schedule customer account reviews with BDM and Sales Support.
- Document and follow all processes specific to customer accounts (update as required). Ensuring any'special' processes are clearly highlighted and adhered to
- Utilise company systems to draw and interrogate the data to provide customer with meaningful commentary.
- Proactively work as part of the broader sales team and the sales shared service team to aid the development of business opportunities.
- Follow Tower processes and procedures to support efficient and effective working with shared service functions (ie. Finance, Marketing, Procurement).
- Adopt a 'right first time' approach to all actions and interactions.
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Skills & Experience
- B2B or B2C Experience.
- Comfortable selling via phone and in virtual meetings with both existing and prospective customers.
- Commercial Acumen (ability to analyse and interpret data leading to additional business opportunities and wins).
- Appetite to develop both product and industry knowledge.
- Ability to build strong relationships with both customers and colleagues.
- Negotiation and persuasion skills to ensure win/win situations are achieved every time.
What's In It For You
- Modern open plan office
- Monthly profit share bonus scheme
- Company sick pay
- Free onsite parking
- Perks at Work scheme
- Tuck shop snacks
- Free lunch every Friday
- Charity dress down day every Friday
- Cycle to Work scheme
- Complementary Birthday vouchers
- Subsidised workplace massage
- Eye care reimbursement
- Employee assistance programme (EAP)
- Company social and corporate events
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Who We Are
We're a fast-paced, forward-thinking global solutions provider who is redefining operational excellence for businesses. We're famous for our fantastic customer service and for creating comprehensive solutions that help our customers stay ahead in an ever-changing world.
Where you work
Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about you just as much as our customers. We also believe diversity is the key to success. That means your voice will always be heard no matter your role, and there will always be the opportunity to make a big impact.
Who You Are
You are someone who brings passion, drive and emotional intelligence to everything you do.
You are the kind of person who leans in, takes ownership and genuinely cares about the customer experience.
You have a proactive mindset, always thinking one step ahead and anticipating what people need before they even ask. Tenacity is part of your DNA; you don't give up easily and you take pride in delivering a brilliant service every time.
You're able to build strong, trusted relationships with people at every level. A true self-starter, you manage your own workload confidently and thrive when given autonomy.
Your communication skills, both written and verbal are polished, professional and adaptable to any audience. And above all, you're an energetic team player who knows the value of collaboration, bringing positivity and support to your colleagues every day.
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