My client is to be the leading provider of fine wine storage in the UK, with a commitment to deliver unparalleled customer service and satisfaction.
As they expand their operations, they are seeking a motivated and customer- focused individual to join their team as a Key Account Holder and help deliver this vision.
Role Summary:
Based in their purpose built, fully optimised wine storage facility in Suffolk, the Key Account Holder will provide outstanding customer service and account management to key clients, shaping the role as the clients' accounts grow over time.
Key Responsibilities:
- Serve as the primary point of contact for customer inquiries, both commercial and operational.
- Own the onboarding process for new customers bringing their stock into my client.
- Own and refine the Service Level Agreement process between CVL and its key accounts, with an emphasis on continuous improvement.
- Hold regular Customer Service Reviews with clients, in line with the SLA, preparing all related monthly/quarterly reporting packs.
Key Performance Indicators (as defined by SLA).
- Maintain accurate records of customer interactions and transactions.
- Enable customers to optimise their storage and handling, constantly creating opportunities to add value.
- Participate in ongoing training and development programs to enhance product knowledge, customer service skills, and job performance.
To be successful in this role you'll be able to show evidence of these characteristics:
? Customer-centric, and then some - you put customers and their needs first all the time.
? Initiative, critical thinking and solution implementation.
? Exceptional organisational and communication skills, internally and externally.
? Excellent attention to detail.
? Background in logistics: ideally two-year experience in a supply chain and logistics or customer service environment.
? An enthusiasm for wine and willingness to broaden your knowledge of it.