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Key Account Service Coordinator
2 months ago
Job Summary
JMK Resourcing Solutions is seeking a highly skilled and experienced Customer Support Liaison to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to our high-revenue Key Account customers.
Key Responsibilities
- Collaborate with various functions to handle first-line customer service inquiries and perform sales administration tasks for Key Accounts.
- Meet and achieve targets and SLAs while managing your daily workload to ensure these metrics are met.
- Utilize company databases proactively on a daily basis to contribute to departmental goals, including order management systems, CRM, and client portals.
- Work with all internal departments to resolve customer queries and complaints.
- Support Key Account Managers by ensuring orders across their base are sent out on time and in full. Identify any discrepancies and take appropriate action.
- Provide feedback to management for continuous customer improvement.
Key Challenges and Decisions
- Advocate for customer needs constructively with internal colleagues.
- Ensure orders are placed accurately.
- Be able to work within a fast-paced environment with multiple areas of accountability.
Person Specification
- Have experience with Excel and CRM systems such as Hubspot, Salesforce, Zendesk, or Freshdesk.
- Have experience managing high-turnover accounts, such as key accounts or VIP customers.
- Be proactive and demonstrate initiative with a keen eye for detail.
- Possess excellent communication skills (both verbal and written) and adjust them as necessary.
- Be accustomed to working in a fast-paced environment, able to prioritize and manage your workload to ensure urgent tasks are addressed promptly.
- Be comfortable communicating with customers to resolve issues and build relationships.
- Be a quick learner.
- Have experience in a similar customer service role, ideally within a similar B2B or BTR industry, and in managing/resolving customer complaints. Sales administration experience, particularly with key accounts, is highly desirable.
- Display excellent customer service skills.
