Overview of the Role
- Manage new customer journey, lapsed spenders and house accounts
- Ability to manage and prioritise workload to consistently achieve sales targets
- Have a flexible and willing approach to change in working processes
- Identify continuous improvement initiatives to benefit the customer, business or team
- Thoroughly understand the company's vision, mission and values and how these translate to Customer Services and your role.
Job Description
- Manage the new customer end to end journey with passion to consistently exceed customer expectation in all interactions.
- Only open profitable new accounts which may mean handling difficult conversations with customers when deciding if the account is an appropriate account to open, which may include declining the account application.
- Use online portal to manage all new account applications as well as maintaining spreadsheets to support with producing weekly and monthly reporting.
- Manage house account customers ensuring relationships are maintained to the highest standards.
- Keep up to date and promote Relationship Manager deals to relevant customers and focus on activities that widen the customer product portfolio.
- Proactively manage a portfolio of lapsed spenders to understand reasons for non-spend and work with wider team to identify ways to reignite spending.
- Answer incoming calls and process queries which may include placing an order, arranging a credit or collection or general enquiry.
- Build professional and credible relationships with customers ensuring you diarise call backs and manage expectations.
- Work cross functionally to resolve any customer impacting issues upholding the "celebrating failure" approach and highlight tends/issues that are identified to promote shared learning.
- Problem solve for customers and offer alternatives when products are out of stock or eliminated.
- Highlight trends/issues that are picked up through customer interaction to ensure resolutions are in place and learnings are shared.
- Generate sales through offering value added products, promotions and upsell activity.
- Manage and report to key stakeholders on relevant service levels.
- 2nd tier escalation-point for issues within the Customer Services team.
- Support Customer Services Manager to build a cohesive and collaborative team.
- Deputise for Customer Services Specialist role 2 as required.
Competency and Behaviours
- Motivated and focused on achieve allocated sales targets.
- Be a role model for Customer Service brand and standards both internally and externally, supporting customer satisfaction improvements.
- Confident with the ability to be proactive and konw when to escalate issues.
- Ability to handle difficult conversations with customers.
- Ability to manage daily conflicting and demanding priorities.
- Demonstrate and live every day our business values.
- Positive and flexible approach and a "can do attitude" - essential.
- Good interpersonal skills and ability to build rapport - essential.
- Negotiating and problem-solving skills to win business and achieve targets - essential.
SKILLS & QUALIFICATIONS
Person Specification
- Extensive experience in an account management role.
- Be able to work on own initiative to deliver business objectives.
- Confident in using SAP - desirable.
- Proficient in Microsoft Office Suite, especially Excel - essential.
- Ability to communicate in written form to achieve desired results.
Role
Department: Customer Services, Gamston, Nottingham
Reports to: Customer Services Manager
Work hours: 37.5 per week
Shift Pattern: Monday to Friday 08:30 - 5:30pm, and 1 in 3 Sundays 9-2pm with following Friday off.
Salary: £21,000 - £23,000 per annum
Benefits
- Profit Related Pay dependent on company profits
- Holidays - 20 + statutory days
- Life Insurance
- BUPA Healthcare
- Auto Enrol Pension Contribution
- Discount on Pet Products
- On site staff car parking with electric charging points
KPIs
CS input errors - no more than 4 per period
Ensure 75% of new accounts place 3 orders
Lapsed spenders - achieve sales target as defined
House accounts - achieve sales target as set in budget
Promote rep deals each period - sales as set by product
Because of the changing nature of our business your job description will inevitably change. You will, from time to time, be required to undertake other activities of a similar nature that fall within your capabilities as directed by management.
Company Overview
Pedigree Wholesale is a market-leading supplier of pet and aquatic products, primarily selling to the UK independent retail sector. The company is 100% family-owned and run, with a strong reputation in the marketplace built on nearly 50 years of trading.
Employing around 205 people at their Head Office in Nottingham, the business has 5 depots nationally and revenues in excess of c £60m. The business stocks and sells a broad range of SKUs (c10,000) split across pet and aquatic and currently distributes to around 2,500 independent retailers nationally.
PEDIGREE VISION & VALUES
Vision
Our passion for pets drives us to offer pet owners the highest quality, best value products through great retailers who care.
Values
Love our customers: Our business is built on customer satisfaction and loyalty. We want our cusotmers to love working with us, value our business relationship and actively recommend us to others.
Do the right thing: We are honest and open in our communication, we respect our employees and customers at all times. Our reputation is built on integrity which we uphold at all costs.
Be your best: We continuously strive to be the best we can. We are open to learning and feel rewarded by doing a great job every day.
Own it: We take personal responsibility for the areas under our control and will act upon every opportunity to improve the customer experience.
Win as a team: We achieve better results and are more agile when we work together towards common goals. We are open and challenging whilst supporting each other.
Click here for a downloadable PDF version of the above.
If you would like to apply for this role, please email your CV to vacancies@petproducts.co.uk