Key Accounts Executive
About The Role
As the Key Accounts Executive, you will play a vital role within the business by continuously monitoring the progress of all key account orders, communicating any delays or issues and maintaining awareness of stock levels. You will be the day to day contact for our key accounts and will act as the ‘go to’ person for all administrative based activities such as sales order processing.
You will be part of a team of people who meet on a monthly basis to oversee the strategic management of our key accounts.
You will work collaboratively with the Customer Service and Fulfillment teams as well as with the Merchandiser, to ensure our key account customers receive exceptional service standards.
You will have strong attention to detail and organisational skills, as well as an exceptional focus on delivering customer excellence. You will have the ability to communicate with customers in a professional and on brand manner. You will also have intermediate IT skills with the capability to build and complete basic excel reports, including lookups and pivot tables.
Location
Barnstaple, North Devon
Job Type
Full Time | Permanent
Responsibilities
- To continuously monitor the progress of all key account orders, ensuring an exceptional level of customer excellence is achieved.
- To act as the voice of our brand, and as the day to day contact for our key account customers.
- To liaise with key account customers in a professional manner using a Kit Heath tone of voice, for example regarding stock queries.
- To passionately communicate product knowledge and utilise soft selling techniques to increase sales.
- To act as the go to person within the business for all information regarding key accounts, including sales order processing and order status.
- To proactively communicate with the Customer Service and Fulfilment Manager and Merchandiser regarding any issues, delays, stock levels etc.
- To accurately download and process all key account sales orders on a daily basis, and ensure any relevant external key accounts systems are updated correctly.
- To proactively manage priorities and workloads, eg back orders, purchase invoice dates.
- To arrange shipments for key account orders, including data reports, booking, labels, stock transfers and collection.
- To follow and implement Company terms regarding shipping and duty costs (including relevant export documentation such as commercial invoices) and book export shipments with the freight company in line with Company guidelines.
- To accurately process and upload all key account sales invoices to relevant retailer portals and follow through any discrepancies.
- To maintain awareness of stock levels and incoming deliveries, taking responsibility for and liaising with the Merchandising team regarding any discrepancies or out of stock levels.
- To take responsibility for all administration based tasks regarding our key accounts.
- To work collaboratively with the After Sales Advisor to ensure that all refunds and replacements are processed in a timely manner and in accordance with our policy.
- To support the stock take process as and when required, to maintain accurate key account stock levels.
- To accurately upload price increments on a timely basis.
- To maintain product descriptions and pricing on internal systems, identifying errors or potential issues and correcting.
- To provide back up cover for Amazon order processing.
- To provide support to the Customer Service team over lunchtime and during busy periods, for example covering telephones and processing orders.
- To provide support to the Fulfilment team during busy periods, for example boxing and quality control.
- To deliver exceptional customer service at all times.
- To review and optimise processes and procedures to improve productivity and customer service levels.
- To provide support to colleagues and other departments, and contribute to Company initiatives and projects, as and when required.
- To act in a safe and professional manner at all times.
Required Skills, Experience and Competencies
- Experience with the jewellery or FMCG industry would be advantageous
- Intermediate IT skills, particularly Excel (including look ups, pivot tables, report building)
- Customer service and sales order processing experience
- Stock control experience
- Knowledge and understanding of export shipment and documentation
- Exceptional attention to detail and accuracy
- Customer focussed
- Excellent organisational and administration skills
- Strong communication skills, able to communicate with key account customers in a professional and on brand manner
- Time management skills with the ability to manage multiple deadlines and work using own initiative
- Flexible in approach, and able to adapt to changing work priorities
Our Values
- Connection: we deliver exceptional customer service, building strong relationships with our customers and fostering positive customer experiences.
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Trust: when individuals experience a sense of trust, it leads to exceptional sales experiences and creates strong and enduring customer relationships.
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Opportunity: we take every opportunity to connect with potential customers, understand their needs and provide tailored solutions, to create a positive and memorable experience.
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Quality: we deliver exceptional customer service, solutions and support that consistently exceeds customer expectations.
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Considerate: kindness and consideration can create a supportive and positive environment, foster stronger customer relationships and improve overall performance.
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Delight: we deliver outstanding service, solutions and support that consistently exceeds customer expectations, ensuring their delight.
