Strategic Account Specialist

3 weeks ago

Datchet, United Kingdom DX Group Full time

Develop a rewarding career with DX Group, a leading provider of parcel, mail and logistics services across the UK and Ireland.

About Us

We are committed to providing our people with the technical and personal skills to progress their careers. Our private business-to-business network, DX Document Exchange, offers a fast, trusted and secure delivery service for the legal and professional services sectors.

Established in 1975, 'The Document Exchange' has become the preferred document delivery service for the legal sector and is widely used by the public sector and professional services companies.

As a Strategic Account Specialist, you will be an integral part of our team, working closely with customers to build strong relationships and provide exceptional customer service.

Key Responsibilities
  • Manage customer relationships, ensuring timely and effective communication.
  • Track performance of accounts, identifying opportunities to enhance customer relations and drive business growth.
  • Provide first escalation point for major accounts using the Document Exchange service.
  • Collaborate with Customer Service and Membership Service teams to manage new DX boxes and Exchanges, closures and redirections.
  • Maintain weekly customer-specific service and complaints reports.
  • Liaise with DX depots to improve collection, delivery performance and tracked service, resolving customer issues efficiently.
  • Ensure all customer service enquiries are responded to within SLA.
  • Maintain contact database for government, ensuring JDE and Workbooks are up to date.
  • Provide regular, accurate and timely feedback to the investigations process.
  • Support end users, ensuring correct services are selected and addressing formats are compliant.
  • Provide customer training on DX services and Despatch tools as needed.
Benefits
  • Holidays: 20 days increasing with length of service + Bank Holidays
  • Long Service Recognition scheme
  • Enhanced Maternity & Paternity
  • Company Pension Scheme
  • Life Assurance
  • Employee Assistance programme including 24/7 Virtual GP
  • DX Discounts Portal
  • Excellent opportunities for career progression

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