Major Accounts Support

1 week ago


Ditton, United Kingdom DX Full time

Role summary

:

The Major Accounts Support will ensure specified major customers receive outstanding service and support in every aspect.

Key responsibilities

To manage customer relationships by engaging in personal ownership of customers with the support from your Line Manager. Track performance of accounts, opportunity and scope to build and maintain customer relations. First escalation point for major accounts using the Document Exchange service. Working with the Customer Service and Membership Service teams to manage all new DX boxes and Exchanges, DX box and exchange closures and redirections. Maintain weekly customer specific service reports. Liaise with DX depots to improve collection and delivery performance and tracked service. Complete formal service complaints reports. Ensure all customer service enquiries have been responded to within SLA. Maintain contact database for government, ensuring JDE and Workbooks are up to date with this detail. Provide regular, accurate and timely feedback to the investigations process. Liaise with other departments within DX Express including Security, depots and couriers to seek effective resolution to customer issues. Cross sell all appropriate services (TMS, TSS, DX2U, etc.). Proactively support end users, ensuring correct services are selected and addressing formats are compliant. Provide customer training on DX services and Despatch tools when needed. Carry out any other reasonable duties requested by your Line Manager or the business.

 Personal Specifications

Professional attitude. Flexible and dynamic work ethic. Drive to succeed. Committed to personal development. A questioning mind. Negotiating skills. Team worker. Ability to organize self and others.

Benefits:

Competitive Rates of Pay 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 and more
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