Account Manager

Nationwide Platforms are looking to seek an Account Manager to maximise revenue and profit targets through effective telephone-based account management of an allocated portfolio of customers ensuring customer service and expectations are exceeded.

Reporting to the Sales Desk Manager as Account Manager you will also work closely with the ASM/BDM to develop and grow the relationship and revenue of an allocated portfolio of customers that you will be aligned to as Account Manager.

Based at our Avonmouth Depot and in return you will receive: Competitive Salary, 25 days annual leave plus bank holidays, Life Assurance, Auto Enrolment Pension Scheme, Westfield Health Cash Plan & Lifestyle Benefits - Discount on selected high street stores.

Responsibilities include:

- Conduct outbound calls to your assigned portfolio customers to ensure maximum account growth and capture any opportunities.
- Capture all outbound call activity in Salesforce to ensure customer contact data and level of influence is up to date.
- Participate in pre-defined outbound calling ‘campaigns’ to generate sales leads.
- Demonstrate effective communication skills, understanding the customer requirement and identifying sales opportunities.
- To be the primary point of contact for an allocated portfolio of Customers and achieve profitable growth targets in line with budget requirements.
- To be the key point of contact for the ordering or quoting of equipment for the accounts allocated against your name as the Account Manager.
- To successfully convert enquiries into orders and achieve ‘above minimum’ prices to hit and surpass revenue targets.
- To respond/resolve/escalate customer related problems or service issues for the allocated portfolio of customers and work alongside the ASM/BDM.
- To regularly telephone all allocated customers, and other local customers as required, in order to develop good relationships, prevent competitor gains and seek repeat business.
- To ensure customer service and customer expectations are exceeded by resolving all customer queries quickly, efficiently and cost effectively.
- To follow up and chase open quotes within the allocated portfolio and other open quotes on the system in a timely fashion.
- Contract amendments and ensuring POs are added to all orders
- Liaise with 3rd party suppliers for regional rehire order processing and off hires
- Dealing with customer existing hire queries including LOLER requests, ETAs and PODs
- Telematics management to support with customer queries or access codes
- Coordinate with internal stakeholders regarding machine exchanges and site moves from an order taking/changes perspective
- Dispute management and liaising on the raising of credit notes when applicable to customer invoices
- Process suspensions and free days when applicable to customers’ orders.
- Meet or exceed personal key performance metrics/ targets.
- Maintain in-depth product knowledge to supply customers with the best, most accurate information possible.
- Ensure the customer experience is a positive one, meeting and building on our brand value as putting customer experience first and always deserving of their trust.
- Behave in a respectful and professional manner to reinforce and elevate the business reputation and brand.
- Build strong relationships with other departments, liaise with stakeholders, customers internal and external - own the conclusion of each and every customer query.
- Maintain internal health and safety and corporate governance standards in accordance with Nationwide Platforms policies.
- Experience of telephone-based account management, telesales or customer service in a business-to-business environment.
- Passionate and willing to go the extra mile to do a good job, with a “can do” attitude.
- Innovative, willing to think outside the box to meet customer needs.
- Ability to conduct customer needs analysis using different questioning and listening techniques.
- Excellent sales negotiation skills teamed with the ability to recognise buying signals and closing a sale.
- Able to balance a customer-oriented and a results-driven approach.
- Focused on quality and accuracy of data captured.
- Excellent telephone manner with the ability to keep calm under pressure.
- Builds rapport with customers in a professional manner.
- Ability to establish credibility, act decisively, but able to recognise and support preferences and priorities of the customer.
- Proactive, high energy team player and ability to work closely with colleagues at all levels.
- Strong verbal and written communication skills.

Part of the Loxam Group, Nationwide Platforms is the UK’s largest powered access specialist with a fleet of 10,500 machines operating from a network of 26 depots. With a workforce of more than 900 employees and 25 years’ experience in working at height,it has unprecedented knowledge on the widest range of access platforms as well as expertise on specific product, site and working at height challenges.