Account Support – Key Accounts

Purpose To support the Account Manager to increase customer satisfaction, retention and lifetime value through strong relationship building and servicing key account business needs. Responsibilities and Accountabilities Provide proactive assistance and support to the account manager, manage own workload and priorities in line with account strategy. Help generate proposals, responses to tenders, quotes, ensuring prompt, professional follow up. Provide account analysis & support execution of strategies to drive sales and relationships. Understand the accounts’ business models in order to help priorities tasks. Understand Stark’s products, services, pricing and support structure in order to maximize customer value and satisfaction. Understand Stark culture, strategy and marketing positioning. Communicate customer intelligence back to the business to enable better proposition and service responses. Keep management informed regarding progress and issues relating to strategic direction. Manage telephone, email & internal queries on a daily basis. Prepare and maintain quotes, tender responses, and orders in Starks customer management system (CRM) Ensure quality of sales orders processing is of the highest standard: timely, accurate and comprehensive. Is able to effectively time manage between short term reactive and proactively achieving key business goals. Carry out transactional sales of goods and services. Manage and monitor in-house consoles to ensure prompt response to queries. Manage and contribute to existing account plans & customer reports. Provide professionally presented and accurate data as and when requested, either in Microsoft Excel or other formats as appropriate. Provide consistently helpful, efficient and courteous support to customers and colleagues. Demonstrate ownership of tasks, activities and projects and use initiative. Proactively liaise with and quickly build rapport with customers and suppliers. Proactive use of telephone and follow up with emails to maintain clear audit trail at all times. Attend internal meetings in lieu of Account Manager as required. Attend external meetings with Key Customers as required. Manage & maintain Key Customer scheduled reporting. Manage & maintain Key Customer data in CRM. Ensure that Key Customer Billing Data is accurate. Participate in regular training/learning activities to maintain and develop skills and knowledge. Adhere to all Stark policies, procedures and working practices. Ensure the health and safety of yourself and others who may be affected by what you do; use work equipment provided safely and co-operate with managers to provide safe systems of work. Any other reasonable duties as required

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