Customer Service - Key Accounts

Customer Service - Key Accounts 

We are working with a well-known, European leading organisation on the lookout for a Customer Service Advisor to join their Key Accounts team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. 

You will be responsible for the day-to-day management of key customer accounts, ensuring orders are processed accurately, at pace and within agreed timelines. A key part of the role is demonstrating strong prioritisation skills, effectively managing changing priorities, proactively identifying and communicating any issues or delays, while maintaining strong relationships and delivering an exceptional level of customer service.

You will take ownership of customer queries relating to orders, deliveries, product availability, and general enquiries, ensuring these are thoroughly investigated and resolved in line with customer expectations.

The role also involves coordinating customer meetings, preparing and presenting relevant information, and highlighting key issues or opportunities. You will drive continuous improvement through these interactions, ensuring all actions are tracked and completed effectively.

Working cross-functionally, you will collaborate closely with internal teams—including Sales, Service, and Group functions—as well as directly with customers. You will lead proactive communication, ensuring all stakeholders are informed of developments, and that clear corrective action plans are implemented when required.

Overall, you will play a key role in delivering an end-to-end customer experience, supporting the smooth running of accounts and contributing positively to the customer journey through effective coordination and first-class service delivery.

Key Responsibilities: 

1. Systems & Order Management Responsibilities:
   • Utilise company systems to their full potential, ensuring accuracy, efficiency, and visibility across all processes
   • Process customer orders to a high level of accuracy, ensuring all orders meet required cut-off times and that any delays are promptly communicated to the customer
   • Proactively identify potential issues, communicating them clearly while recommending solutions or alternative actions to minimise customer impact
   • Liaise with delivery partners to track shipments, providing customers with accurate and timely updates on order status
   • Ensure all required authorisations are completed in line with business processes, providing full supporting information and attaching relevant documentation within SAP to maintain complete transparency
   • Maintain accurate and detailed records of all customer interactions by logging queries, issues, and complaints within internal systems, ensuring full ownership and follow-through to resolution
2. Ensure the smooth day-to-day running of customer accounts by delivering a seamless end-to-end customer service experience and actively supporting and enhancing the overall customer journey
3. Administration & Customer Support Responsibilities:
   • Ensure all administrative tasks are completed in line with Group, Company, and statutory requirements, always maintaining compliance
   • Acknowledge and resolve both written and verbal customer complaints promptly, responding within agreed timeframes in a fair and consistent manner
   • Take full ownership of customer queries, ensuring they are managed efficiently and resolved in a timely manner
   • Process and investigate all logistics-related discrepancies, raising concerns where necessary and ensuring appropriate system notifications are triggered
   • Demonstrate excellent attention to detail and strong organisational skills to ensure all work is completed accurately and within agreed deadlines
   • Work effectively with minimal supervision, managing workload and prioritising tasks to meet tight deadlines
   • Provide support to customers with delivery-related issues, including missing parts, damaged goods, and incomplete orders, ensuring swift resolution and customer satisfaction
4. Attend customer meetings as required, proactively highlighting issues and driving effective resolutions
5. Work closely with internal teams and external partners to ensure all investigations are handled promptly and efficiently
6. Maintain clear and professional communication with customers throughout the query resolution process, escalating issues appropriately to the Key Accounts Team Leader when necessary
7. Promote a customer-focused approach across all activities, ensuring the Customer Support team operates as a centre of excellence. Deliver outstanding service both internally and externally by consistently placing the customer at the heart of every decision and interaction.
8. To carry out administrative tasks as required, including but not limited to: 
   • Deal with general enquiries for your customers relating to product information, identification, and availability.
   • Talk to customers at various levels and functions and have the ability to talk their language
   • Provide accurate pricing and delivery information in a timely manner
   • Contribute and support team members with daily workload through taking calls, responding to emails and sales order processing through the relevant ordering systems
   • To support the customer with delivery issues relating to missing parts, damaged product and missing items raising investigations and handing over to the CS Co-ordinator to raise required paperwork
   • Work independently with minimal supervision, effectively managing time and prioritising tasks to meet tight deadlines
   • Demonstrate resilience and the ability to perform under pressure, maintaining focus while managing competing priorities
9. To be successful in this role you should have excellent attention to detail and organisational skills to ensure that work is completed accurately and on time. Take ownership of own administration. Have well-developed interpersonal and communication skills be a team player and relationship builder.  

KEY SKILLS

- Solid and demonstrable experience in customer facing roles along with an obsession   for delivering customer service excellence and enhancing the brand image

- SAP experience along with Excellent IT knowledge, including SAP, Excel, Work, Outlook, databases, CRM

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.