POSITION TITLE: Key Account Coordinator
DEPARTMENT: Fulfilment
REPORTING TO: General Manager
LOCATION: Coventry

MAIN WORKING RELATIONSHIPS:
Reporting to the Customer Services Supervisor, working closely with the Operations team.

GENERAL PURPOSE OF THE POSITION:
The Key Account Coordinator acts as the first point of contact for the customer and resolves any problems or concerns with the receiving, storing, and shipping of goods.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Use the most appropriate method of communication when being the first point of contact for key customers.
• Develop and maintain effective working relationships with key customers to develop more business opportunities.
• Communicate with customers to obtain information to ensure correct measures are in place and all customer needs are met.
• Liaise with customers to ensure all documents are received within the designated time frame.
• Pro-actively place calls with customers, assisting them with any problems they may have, providing advice on all ETAs, expected deliveries, and any other requirements they may have in a professional manner.
• Be a focal point for all queries from Key Account Customers.
• Any other duties as required by management for the smooth and efficient operation of the department.
• Ensure all reports and KPIs are sent to the Customer in the timeline agreed on their SLA.
• Ensure all deadlines are met in line with the SLA.
• Arrange monthly and quarterly reviews with the Customer in line with criteria requested by the Customer.

CONTINUOUS IMPROVEMENT:

• Work with the operations team to continually improve processes and business performance.
• Support changes in the role necessary to take the department and business forward.
• Work to achieve personal objectives set at appraisal and/or those set monthly or quarterly.

KEY PERFORMANCE INDICATORS:

• Achieve agreed individual objectives.
• Understand and adhere to all company policies and procedures relevant to the role.

BENEFITS:

• 20 days holiday rising to 25 with service
• Cycle to Work scheme
• Enhanced occupational maternity pay
• Electric Vehicle Sacrifice scheme
• Profit Share scheme
• Salary Sacrifice pension scheme
• Life Assurance
• Health Cash Plan
• Mental Health Stress Hotline
• Retail discounts and awards
• Discounted health membership