Customer Service Account Manager

1 month ago

Knottingley, United Kingdom TIP Group Full time

Scope: This Customer Service Manager role is responsible for delivering World Class Customer Service to the UK Tankers accounts. As well as being responsible for delivering excellent customer service the CSM is responsible for managing the maintenance budget (Operational Plan & Customer CV) and rebills. The Manager will work closely with the Customer Service Leader to achieve the set targets for the Customer Service Center (CSC).

Responsibilities:

Profitable Growth

The Customer Service Manager needs to manage the planned margins/CV.

Achieve the planned margins/CV Manage margins to identify improvements and execute on Margin Improvement Plans, by facilitating quarterly basis Contract reviews. Develop action plans to fix if margins are missed. Identify vendor insource opportunities. Create and maintain Service Level Agreement per customer for vendors. Identify internal and external process improvements. Achieve targets on Cost per Maintained Unit on Rent (CPMUOR) according to Operations Plan (Long Term Lease).

World Class Customer Service

The Customer Service Manager needs to manage the execution of the accounts.

All rates are accurate and up to date in business applications. Make sure the correct account is used. Define and execute action plan from customer visit. Create and maintain contract, own actions to drive margin, improved service delivery & KPI improvements Execute & maintain Statement of Work. Delinquency management & review with credit control as appropriate. Execution of Asset Management related tasks. Responsible for weekly reporting on department KPI’s (including NPS, MY intelligence accuracy etc.).

The Customer Service Manager needs to demonstrate understanding and drive improvements of customer satisfaction.

Happy calls or monthly/quarterly visits for customers in portfolio. Act on Net Promoter Score Operations items to drive improvements. Complaint management - Identify trends and improvements. Credit notes trend analysis and improvements – drive credit notes to

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