Location: Hybrid / Glanmire, Co. Cork, Ireland
Job Type: Permanent / Full-time
Sector and Subsector: Sales | Customer Service
Salary: Negotiable Salary
Who are we?
Elis is an international textile, hygiene & facilities services business, operating in 29 countries across the globe, delivering a complete textile rental and laundry service. We offer everything from workwear to mats, mops, bed and bath linen, hygiene supplies, and pest control services.
With plants and distribution hubs across Ireland, Elis offers an unrivalled level of nationwide service with accredited systems and a commitment to the highest infection control standards. Our 1400+ workforce proudly supports over 10,000 Irish businesses, delivering quality products and services. Our circular services help clients stay focused on their core business while allowing them to reduce their environmental footprint.
The Role:
We are currently recruiting for a dedicated, client-focused Customer Account Manager.
The ideal candidate will have a passion for helping others and a drive to provide exceptional customer service. The successful candidate will play a pivotal role in developing & implementing long-term customer relationship strategies focused on growth and retention. They will support our customer service vision to build meaningful, long-lasting customer relationships.
The Customer Account Manager will work in a team of Customer Account Managers to ensure quality of service for their allocated area. The Customer Account Manager is responsible for retaining and developing existing customers by managing their customer base, delivering excellent customer care, focusing on problem prevention, and continuous improvement of the customer service experience and distribution operations. The appointed account manager will report to the head of the customer service team.
Key Responsibilities:
Customer Relations:
* Serve as the main point of contact for customers in your area with the support of the customer service office team.
* Plan own weekly diary and customer visits as needed, including pre-planned top 20 customer visits.
* Ensure retention and growth in own area through exceptional service standards and knowledge of your customers.
* Responsible for renewals and retention of the allocated area’s customer base.
* Maintain accurate records of customer visits, contract updates, and contract renewals.
* Responsible for all account paperwork and ordering processes.
* Review debt within the area with the accounts team to reduce debt.
* Generate customer reports as needed and be accountable to the Head of Customer Service on cancellations and reductions in your allocated area.
* Respond to customer queries in a timely manner and take quick corrective actions to prevent repeat issues. Report issues to the Head of Customer Service for review.
Support:
* Provide customer support as needed, focusing on problem resolution and customer satisfaction.
* Support via on-site meetings, monthly check-in meetings with top 20 customers, team calls, emails, and phone calls as needed.
* Conduct spot checks of customer deliveries and service levels, escalating issues or suggestions for improvement to the head of service and distribution teams.
* Support the greater service team, distribution team, and sales teams to develop understanding of products to better service customers and cross-sell in-house business.
* Meet regularly with other team members to discuss progress and find new ways to improve business.
* Ensure the fulfillment of daily tasks, set objectives, and adherence to procedures.
* Responsible for new garment installation and setup of account renewals, working with the sales team as needed.
* Work closely with colleagues from production, stores, sales, procurement, and distribution to follow up on information originating from customer feedback visits.
Managing Business Activities:
* Devise and implement actions to assure the quality of service, increase sales, and improve retention.
* Responsible for the development of commercial interactions (excluding national accounts) with customers in that region.
* Drive continuous growth for the region.
* Support the head of service team and General Manager to design appropriate customer feedback reviews.
* Build strong internal relationships to ensure customer retention is core to all activities.
* Identify and develop new sales opportunities within the company’s existing customer base.
Knowledge and Skills:
* Strong negotiation and customer service skills.
* Data collection and analysis skills.
* Ability to negotiate with a strong commercial understanding.
* Proven track record in adding revenue to an existing customer base.
* Good interpersonal and communication skills.
* Analytical skills and structured approach.
* Effective verbal and written communication skills.
* Ability to work successfully as part of a team.
Full B license is required for this role as 80% of the work is based on visiting customers onsite.
Apply for this Position
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Elis Ireland is committed to creating an inclusive work environment. As part of our commitment to equality, we aim to provide reasonable accommodations to qualified applicants with disabilities to enable them to participate in the recruitment process and perform essential job functions. Do you require us to provide you with any additional accommodations during the recruitment process?
If you answered "Yes," please specify any accommodations you may need. Note: Providing this information is voluntary and will be treated with strict confidentiality. It will only be used to ensure that necessary accommodations are provided during the recruitment process and employment; please mention N/A if you don't want to provide this information.
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Cover Note
The administrator of your data is Elis Ireland with its registered office in Dún Laoghaire, Co. Dublin, Ireland. The data is collected for the purposes of recruitment for the position given in the advertisement; it can also be processed in future recruitment processes with your additional consent. Providing personal information is voluntary. You have the right to access the data, correct, or delete it. Detailed information on the processing of personal data by Elis Ireland can be found in the principles of data processing in Occupop and our Privacy Policy. I agree to the processing of my personal data by Elis Ireland for the purposes of this recruitment process for the position specified in the advertisement. By applying to this job you accept the Privacy Policy.
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