Customer Relation Executive

6 months ago

Chippenham, United Kingdom Holman Full time

Job Description
- **Position Title (Job Code)**: Customer Relations Executive

**Grade Level**:
**FLSA Status (Applicable Exemption)**: N/A
**Principal Work Location**: Chippenham, UK
**Department**: Account Management
**Reports to (Title)**: Team Leader/Manager, Account Management
**Number/Type of Employees Supervised**: None**Principal Purpose of Position**:To support the Strategic Account Manager on the customer portfolio that they share alongside having direct responsibility for a customer portfolio themselves
To personally host and run customer meetings as required from time to time, ad-hoc.
To support with customer ad-hoc reporting and query resolution management
Support the revenue reporting and chasing of customer authorization where required.
Liaison with other internal departments to ensure successful resolution of any customer queries or issues, taking ownership, where required.
Management of customer complaints within the SLA’s described within the company policy.
Perform all other duties and special projects as assigned.
**KNOW-HOW**Know-How includes every kind of relevant knowledge, skill, and experience, however acquired, needed for acceptable performance in a job or role. Know-How has three dimensions: Practical/Technical Knowledge, Planning, Organizing and Managerial Knowledge; and Communicating & Influencing Skills. In the space below, please list the minimum requirements within each of the categories.**Education and/or Training**:GCSE / A Level grades to a minimum C / 5 score across England, Mathematics and Sciences
Accreditation to industry certification or university level degree standard
Communication experience to Head of Department/Functional Leader is required
**Relevant Work Experience**:Relevant experience of a minimum 2 years in the fleet/automotive industry
**Planning/Organizing/Managerial Knowledge**:
(Ranges from task-focused to integrating related functions, to broadly strategic integration)To be a self motivator and to forward plan independent schedules with customers
To be organized and plan activity independently and in conjunction with the Strategic Account Manager and Team Leader where appropriate
To support with the maintenance of ARI Insights and associated systems, ensuring that data held is accurate and up to date, including adding, modifying and deleting, where appropriate, driver and vehicle information
**Communicating & Influencing Skills**:
(Does the job require communication, reasoning with others, or changing behaviors?)To personally own a portfolio of customers to proactively call and to keep in regular contact with.
Communication experience to Head of Department/Functional Leader is required
Ability to influence and present at Head of level is required
**PROBLEM SOLVING**Indicate those statements that describe the process by which this position solves problems. Show the % that the relevant statement represents among all problem solving done by this role. The sum of percentages indicated for each category should equal 100%. For each relevant statement, give an example of a problem and the method of resolution.**The problems are similar to each other and have a limited number of predefined solutions. Standing procedures/plans and/or a structured routine directs the problem solving process.% of all problems**: 10
**Example**: A customer asks the AE for a report on their spend information for a 12 month period and requires it with urgency before the end of the working day.
**The problems encountered are dissimilar and typically have a number of solutions. The solutions may be derived from a general plan or a flexible routine may be utilized to solve problems of this type.% of all problems**: 70
**Example**: A customer complains advising that they are not prepared to pay for work undertaken by a garage without authorization or where there have been significant delays in processing the job for fulfilment resulting in unnecessary downtime
**The problems encountered are unique situations and there is an unlimited number of solutions, many of which are unknown. There are no procedures or routines to follow, but only broad policies to guide the problem solving process.% of all problems**: 20
**Example**: A customer has challenged why information is missing or not visible via their pages on Insights
**ACCOUNTABILITY**This describes the extent to which this position is answerable for actions and their consequences. It measures the effect of the job/role on end results.For each type of Accountability, indicate an approximate dollar value of impact and whether the role has a Direct impact (controls end results or shares control with peer positions) or Indirect impact (generally informational, interpretive, analytical, or enables others to take action). If no dollar value can be determined, enter Non-Quantifiable instead of an amount.**Sales$ value**:
**Direct/Indirect**:
**Selling, General, & Administrative$ value**:
**Direct/Indirect**:
**Manufacturing$ value**:
**Direc

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