Account Manager

Job Description

The Account Manager is responsible for building effective partnerships with key customers and acts as the primary contact for all operational contracted services & service levels delivered by Stobart. You will be assigned to single or multiple customer accounts depending on the scale and breadth of services provided.

This is a full time, permanent position, working Monday to Friday, 08.00-18.00

Key Duties of an Account Manager:

• Assist and support the Head of Account Management.
• Ensure compliance with the scope of the customer contract; monitoring, reporting and acting on the following key elements on a daily/weekly basis, as appropriate.
• Increases and/or reductions in contracted routes.
• Frequency of ad hoc routes.
• Day 1 for Day 2 activity including transition timings.
• Obtain authorisation for any changes and/or additions to the customer rate card; ensuring Customer Services team have correct, up-to-date rate cards.
• Align ESL business growth plans to that of our clients to ensure we maximise each opportunity and wallet share.
• Ensure correct levels of contracted equipment are maintained, e.g. trailers, shunt vehicles etc., with any additions being correctly charged to customer account.
• Ensure correct contracted manning levels are maintained, e.g. Shunters, yard personnel, despatch and office staff with any additional staff, whether permanent or temporary, being correctly charged to customer account.
• Ensure fuel surcharge and ad hoc rates are invoiced correctly and promptly.
• Monitor customer debtor statements; taking action to resolve outstanding payments.
• Ensure CSUD form is up to date and relevant (All change should be monitored, recorded and signed off in line with the agreed process).
• Establish and maintain strong relationships with key customer contacts, Internal senior management and planning teams.
• Review communications on a weekly basis, ensuring that you have communicated effectively to customer and internal teams on delivery performance, customer requirements, trends and ways to improve.
• Provide detailed forecasts of customer volumes, including analysis and commentary, by day, region and year, actual against forecast.
• Include an in depth commentary on volumes, obtained through close customer contact, particularly in relation to special promotions and seasonal peak periods such as, but not limited to, Christmas and Easter.
• Plan and prioritise day-to-day activities based on the demands of customer accounts and the business, particularly in relation to performance levels.
• Meet strict reporting and/or action deadlines, while providing effective, continuous management of customer accounts and day-to-day liaison with relevant internal personnel/teams.
• Monitor and track your customers daily performance, forwarding relevant and appropriate detailed information to internal and/or customer contacts to ensure contractual targets are achieved.
• Report on a daily or weekly basis, to customer and/or business, monitoring, recommending and acting on changes and/or improvements.
• Understand, Track and report weekly on your accounts Time Based Planning data.
• Make suggestions internally on how to improve Performance & Profit based on actual data, whilst monitoring success through weekly tracker.
• Integrate findings and relevant data into your customer reviews and discussions.
• Regularly and formally meet with the customers within relevant business unit(s) on at least on a quarterly basis to record and map out the short, medium and long term plans.
• Support with the creation of building an annual report on your strategy for the next 12 Months of the contract, setting clear goals and milestones.
• Identify and progress new business opportunities, whether through existing accounts or new business leads, ensuring that potential growth will positively contribute to the ES business, including the expansion of the ES multi modal offering.
• Validate and assess customer needs on an ongoing basis and put solutions in place.
• Ensure the customer holds the company in high esteem, which is depicted by high customer satisfaction ratings/ SLA’s.

Qualifications

• Proven experience within Transport & Logistics Industry.
• Vast experience within a similar or an Account Management role.
• Excellent communication skills to establish credibility and influence at all levels.
• Skilled influencer to gain commitment, consensus and support for organisational benefit.
• Customer focused and is able to work well with colleague’s, teams and individuals.
• Has a methodical approach to tasks to achieve planned outcomes.
• Able to form strong relationships and take steps to build networks of contacts.
• Excellent Microsoft Office knowledge including Excel, Access, Word & PowerPoint.

Additional Information

As part of our drive to make Stobart a great place to work. We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers.

Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

Our People are the driving force behind our success, which is why we offer a wide range of benefits which include:

• Annual Leave – holiday entitlement of 20 days plus the normal bank holidays.
• Pension scheme – contribution of 5% employee and 3% employer.
• Life Assurance - x 2 your annual salary.
• Wellness – Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year.
• Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses.
• Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
• Everyday discounts - via our benefit platform you will have access to over 50 retailer discounts for everyday savings!

If you meet the requirements for the above role and are looking for your next career opportunity please apply now and become a part of our #WinningTeam!