Salary £24,000 – £26,000 (Permanent)
First point of contact for the client and deliver a pro-active, responsive service to your clients in line with clients SLA’a
To be the primary day to day point of contact for the clients
Work as a team with the Operations Manager and Operational Process Lead, attend joint meetings daily and periodically as required.
Identify potential areas of growth within the client(s)’s account and refer these directly to the Commercial Director. Assist the Commercial Director and business development team in compiling, presenting, and supporting solutions to deliver new business wins and account growth such as call centre, reverse logistics and other areas.
Work in partnership with the client(s) to produce forecasts and detailed activity planning in support of revenue targets and delivery of operational services.
Proactively review client(s) activity and satisfaction levels and collate feedback.
Maintain a client status report on open projects, within which you will maintain a daily log of issues, system, and service failures, clear and up to date tracking of open issues, identify corrective action and, working with your colleagues, take the lead to ensure long term fixes are applied to issues. Review this list weekly with your line manager.
Assume full responsibility for the clients monthly invoicing process, ensuring accuracy and that all services are billed in the appropriate accounting period. Track “Value Added Services”, overtime, and all client transactional activity to support this activity and aid financial profiling.
Own the operational KPI delivery, producing performance statistics for our operational platform against key KPI’s.
Monitor the overall KPI, SLA and QA commitments across all client(s)
Ensure all communication with the client(s) whether written or verbal is concise, accurate and professionally delivered. Maintain appropriate records and dialogue history with all clients in a professional manner
Set and manage the client(s)’s expectations on the delivery of all special projects, implementations etc. providing internal Project Plans to the operation with timelines and set responsibilities.
Provide to your line manager information including but not limited to:
Performance against Client KPI’s
Client(s)’s performance against sales and activity forecasts.
Client(s) business opportunities / development.
Attend meetings and teleconferences where appropriate.
Produce meeting minutes/action points and distribute to the attendees within 48 hours.
Ensure a thorough working knowledge of the client(s)’s marketplace and business objectives.
Create and maintain an up to date process manual for the client and your operational team.
To act as the escalation, point for Operations in relation to your specific client(s)s.
Contribute to the new business process in an active manner including, but not limited to:
Supporting the Implementation process and Project team.
UAT testing and liaison with client on ETE and golden order testing.
Assisting with tours of the Operation for clients.
Prepare documentation and slide decks for Monthly and Quarterly Business Review meetings.
Work with Operations and team Colleagues and other departments to ensure all queries are investigated; resolved and corrective action is put in place where necessary.
Monitor and update all sales and activity forecasts for the designated accounts.
Be the primary lead in compiling all customer reports and billing.
Ensure all customer billing is taking place within client(s) timelines at month end, with 100% accuracy.
Reconcile specific freight billing, and working with Finance, present margin outcomes at a service level.
Undertake general reconciliation and raise month end invoices as required.
Monitor performance against activity forecasts.
Review internal planning information.