Senior Customer Service/account Executive

7 months ago

Howden, United Kingdom ImageData Full time

This **Senior Customer Service/Account Executive** role is office based in Howden (DN14 7SE) & is a key role for our Customer Service/Account Management Team.

Image Data Group are a family run business with sites in Willerby (Hull), Howden & Brighton, operating at the forefront of marketing communications, providing print solutions/products since 1989. We deliver innovative visual communications for the UKs leading retailers & corporations from banners, tension-fabric light boxes to presentation brochure packs & office stationary.

**Senior Customer Service/Account Executive** role is on site, our hours of work are 37.5hrs per week working Monday to Friday, 9am until 5.30pm onsite. In return for your hard work, you will receive:

- a competitive salary depending on your qualifications & experience,
- enhanced holiday entitlement inceasing with good attendance & length of service,
- free on site parking,
- cycle to work scheme,
- 24hrs access employee support program,
- Company pension
- and the chance to be part of a family business that values their team members so you are not just a number

**Main Function**:
To ensure that all existing and potential new customers are provided with a comprehensive, quality service. To ensure that information from clients is available, in the right format and on time, to hand over to operations in order to progress jobs and projects, in line with our procedures.

**Key Performance Tasks**:

- Take job/project briefs from the client and communicate internally, with the aid of the Account Manager/Senior Account Manager, as and when required.
- Develop and maintain excellent communications with operations, and progress all enquiries effectively and efficiently.
- Ensure that information from clients is available, in the right format and on time to hand over to operations, in order to process, and progress jobs and projects.
- To provide support to the Senior Account Manager and Account Managers.
- Help in the development of relationships with the buyers within key accounts.
- Use approved administration procedures to enable accurate reporting and timely invoicing, ensuring that invoices are raised by the deadline.
- Ensure that customers are kept fully informed of all issues affecting the timeliness, cost and quality of their projects.
- Promote imageData Group in a positive way by communicating with customers in a professional, effective and efficient manner at all times.
- Attend the daily operations meeting and provide the Account Management teams with updates on all relevant jobs, when required.
- Ensure that all information required for production is accurate and complete prior to commencing the production process.
- Finalise technical specifications, prior to presentation to the Estimating Department (in conjunction with production specialist if required).
- Create relevant packing and distribution lists.
- Inform all relevant production personnel of impending projects and their level of urgency.
- Ensure that all works job tickets are raised in a timely and accurate manner on the Company & MIS system Tharstens.
- Ensure that amendments are entered onto works tickets and revised quotations are actioned as necessary.
- Manage other key tasks which may occur, from time-to-time.
- Report any non-conformances promptly and action corrections.
- Perform any other duties as reasonably correspond to the general requirements of the post and are appropriate with its level of responsibility in order to contribute to the success of the Company.
- It is the responsibility of all employees to comply with Health and Safety Legislation and Company Policy.

**Performance Indicators / Targets**:

- Achieve turnover and profitability targets for client accounts, with the aid of the Account Management/Sales team.
- Consistent attainment of a high level of customer service demonstrated by customer retention and positive feedback.
- Assist in achieving the specified Key Performance Indicators for client accounts
- Put forward suggestions relating to the day-to-day operations of the account to the Account Manager/ Senior Account Manager and the Account Management team.
- Demonstrate a flexible approach to work, with a flexible can do approach.
- Ensure total confidentiality is maintained at all times during employment with the Company and at any time after the termination of employment with the Company.

**Skills**:

- High level of education
- Knowledge and experience of the Print industry.
- Ability to give and receive complicated instructions.
- It is desirable that the Senior Account/Customer Service Executive is able to present to clients.
- Experience in using management information systems (if possible Tharstens, although training will be given).
- A sound understanding of quality standards and customer procedural requirements.
- Comprehensive understanding of the needs of customers and how to communicate these to other departments.
- Flexible and adaptable approach to rapidly changi

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