Customer Account Manager

Job Title: Customer Account Manager

Location: Remotely based, commutable to our Head Office site based in Coventry.

Hours: Commensurate with the position of your role within the organisation, you will be required to adopt a flexible approach to the hours worked and which may be necessary for the proper performance of your duties. 

Normal office hours of 8:30 – 4:30pm with an unpaid lunch break of half an hour.

Reward Package

• Reward Package
• 25 days annual leave + bank holidays
• 10% Bonus Scheme
• Car allowance 
• Pension Scheme (5% matched)
• Perkbox
• Life Assurance
• Employee Assistance Program
• Training & Development Opportunities
• Free Parking
• Service Awards

Company

At Fraikin our Vision is simple and clear: We will Enable the mobility of goods and people through our services of fleet management to deliver a better day.

This means our focus is:

•      Faster and agile fleet management
•      Operational excellence
•      Capture long term profitable customers
•      United Group for stronger market leadership
•      Secure our great people and our assets

We value the talents and ideas of everyone on our team, especially our new hires. We can’t wait to see what you’ll make happen.

Our services provide a full range of solutions to enable Total Fleet Mobility including Contract Hire of bespoke commercial vehicles, Short term rental and Fleet Management. It is an exciting time to be in our sector as we navigate through the journey of alternative fuels and digital transformation. We have customers from across the spectrum including small fleet customers up to multivehicle fleets of 100 plus. We are proud of our people and the history of our Company, we are always looking for people who want to work with us to achieve success together. Come and join us!

Role

We are recruiting for an experienced Customer Account Manager to key account manage a dedicated Fleet Management contract to ensure the delivery of excellent customer service in a profitable & contractually compliant manner. The role, will be the main point of contact for the customer, will develop the relationship with the customer and work with the Customer Service Delivery Teams to deliver operational excellence. 

The successful candidate will be responsible for:

Responsibilities 

General

• Adhere to all statutory requirement regarding fire, health, safety and hygiene.
• Participate in cross / multi skilled training within your department or other departments as deemed appropriate by your manager.
• Carry out any reasonable instruction as directed by a manager [or Director].
• Deal with all internal and external customers in a professional and courteous manner at all times.
• Maintain a high level of dress and appearance at all times adhering to PPE where the role requires this
• Attend any training sessions as requested and adhere to all company regulations.
• From time to time you may be required to carry out duties outside the normal sphere of work as may be reasonably requested by Management.

Job Specific Responsibilities and Accountabilities

• To carry out monthly customer review meetings held reviewing performance against contract
• Manage SLA’s in line with Contract working with Operational Team to ensure they are met
• To develop a culture of cross-selling within our product base to our customers.
• To enhance the relationship development within our customer base
• Regularly review and manage the collection of recharges.
• Work closely with Internal Stakeholders and customer to drive technology roadmap
• Undertake reviews in order to draw conclusions on queries & bad debt
• Monitor compliance events
• Review & provide customer MI Packs
• Ensure we have a clear customer experience through the pre-planning of appointments / attendance of planned customer meetings using correct protocols
• Log & update Salesforce on a regular basis
• Ensure customer information contractual information and operating details are correct and updated where necessary on M3
• Work closely with Technical Team to identify underperforming repairs ensuring that action plans are implemented and manage the corrective measures.
• Participate in the development of tender responses if required.
• Key contributor in commercial renewals and contract development
• Manage any customer complaints ensuring responses inline with agreed SLA’s and root cause is carried out

To perform the job role successfully, the role holder must perform each essential responsibility satisfactorily. These requirements are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform in the role.

 Person Specification 

• Previous experience within a customer account management role is essential.
• Technical Qualification preferred : HGV Mechanical Level 3/ other automotive IMI certificate
• A comprehensive knowledge of the commercial vehicle industry, in particular Contract Hire & Fleet Management
• Relationship Management including high levels of influencing & persuasion skills.
• Verbal and numerical skills both written and oral.
• Experience of budgetary cost management relative to customer contract
• Analytical skills to work with volume data sets and systems – excel and M3
• Strong communication skills both verbal and written.
• Sound commercial appreciation and managing customer relationships
• Familiar with Salesforce or other Customer Relationship Management tools
• Proven experience to manage suppliers to agreed KPI’s.
• Flexible attitude to working hours.
• Fully competent in Computer literacy (Office 365/ Excel/Word/PowerPoint/M3).
• Driving Licence essential