Reed in Sunderland is currently recruiting for a Customer Account Executive for a well-regarded organisation within the logistics sector. This role is essential for delivering exceptional customer service, building strong, lasting client relationships, and enhancing customer satisfaction and retention.

Benefits:

Competitive pension scheme
Free parking
28 days holiday
Access to Perkbox for various discounts and offers
Opportunities for professional growth and development
Working Hours: Monday - Friday, 40 hours per week between core hours of 8am - 6pm (flexible start times)

Key Duties:

Act as the primary liaison for designated accounts, ensuring a high degree of customer satisfaction and loyalty.
Develop and maintain strong relationships with key stakeholders within customer accounts.
Regularly engage with clients to understand their requirements, challenges, and expectations, offering proactive support and solutions.
Represent the customer's perspective within the company, relaying client feedback and championing their needs across various teams.
Collaborate with internal departments (e.g., operations, sales, logistics, finance) to ensure timely and precise delivery of products/services.
Monitor account performance and service level agreements.
Address escalated customer enquiries or issues with effective problem-solving skills, ensuring solutions are implemented swiftly and efficiently.
Resolve service or product issues by working alongside relevant teams and maintaining communication with the client throughout the process.
Identify opportunities for process enhancement, propose methods for streamlining client management practices, and help optimise workflows.
Stay informed about industry trends, client needs, and competitor activities to ensure the company remains competitive and responsive to market demands.

Required Skills & Experience:

Demonstrated experience in a Customer Service Operator role or similar.
Exceptional relationship-building capabilities, being personable, approachable, and capable of establishing trust and rapport with clients at all levels.
A proactive mindset, anticipating client needs and addressing issues before they escalate.
An empathetic approach, understanding the customer’s viewpoint and prioritising their needs.
Detail-oriented, ensuring high accuracy in all aspects of work, particularly when managing complex accounts or data.
Goal-driven, focused on achieving client satisfaction and organisational objectives.