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UK Customer Account Manager United Kingdom,  

DCC Vital (company)

Posted on : 30 June 2017

Project Description

Purpose of the Job:   
As part of the UK team of three, the purpose of the UK Customer Account Manager is to be the first point of contact for Merlin Medical UK customers, delivering excellent customer service to support the retention of existing accounts and development of new accounts.   

Main Duties / Responsibilities and Knowledge / Skills Requirements   
The UK Customer Account Manager will be responsible for handling all aspects of customer service from basic order processing through to account management including pricing, quotations, range review, basket analysis and returns, as well as supporting the Field Sales Manager with ad-hoc tasks.   

  • Processing of customer orders 
  • Ensuring best practice  levels of customer service, including ownership and resolution of customer complaints and issues 
  • Providing updates to customers on backorders 
  • Processing customer returns and raising credits where appropriate 
  • Proactive outbound calling to existing accounts, new prospects or dormant accounts 
  • Ensuring the highest level of accuracy to ensure orders are correct and customer queries are kept to a minimum, including customer contact details 
  • Identify opportunities to grow existing accounts through gap analysis of product range 
  • Providing support for Field Sales Manager as required 
  • Covering for the Export Customer Account Manager as and when required 
  • Liaise with and maintain good working relationships with key internal stakeholders such as Demand Planning, Warehouse & Distribution, Finance and Buying 
  • Ensuring internal policies and operating procedures are followed 
  • Occasionally be required to accompany UK & Export Team Manager and/or Field Sales Manager to customer visits  

Personal attributes:  
  • Team player, can step in and support colleagues when required 
  • Professional, courteous and articulate 
  • Tenacious, driven to grow sales through development of existing accounts or acquiring new customers to achieve sales and gross profit targets  
  • Experience in a customer facing environment, preferably customer service or telephony sales 
  • Competent with Microsoft Office applications (Excel, Word and Outlook) 
  • Trade / business-to-business (B2B) experience is desirable but not essential  

Health Safety and Environmental Awareness 
Every employee is responsible for: 
  • Understanding and Working in accordance with company policies and procedures. 
  • Reporting defective equipment and dangerous situations 
  • Using safety equipment provided 
  • Avoiding horseplay which could result in injury 
  • Complying with management requests and instructions 
  • Not using defective equipment 
  • Not misusing equipment 
  • Not damaging equipment 
  • Exercising reasonable care towards themselves and others 
  • Ensuring they have been given the relevant training to undertake their role 
  • The quality of work which they undertake 
  • Care for the environment and prevention of pollution 
  • The health and safety of themselves, fellow employees, contractors, visitors etc  


South Wales

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