Account Manager

at  CTSI Global

· Full understanding of CTSI SOP’s to ensure the customer SLA’s are fully understood and achieved
· Escalate continued non-compliance to EMEA Team Lead
· Issue root cause and corrective action to service provider to provide Invoices correctly
· Address any general questions regarding the solution
· Understand customer-service provider SLAs. Have clear understanding of service providers’ commits and processes.
· Become an advanced user of the CTSI TMS solution.
· Identify where Errors have occurred and engage with the relevant party to fix errors on invoicing
· Ensure that all customer SLA/KPI requirements are met.
· Providing training for the customer, customer partners and internal employees on the CTSI TMS application
· Logging tickets on the internal IT portal for any issues with reports/TMS
· Ensure ful understanding on any internal tools (Insight, Actions, BI)
· Support Supervisor / Manager on all other accounts as and when required.
Customer Support:
· Provide direct quality customer care to ensure customers’ expectations are exceeded
· Support Client Processes
· Independent resolution of job related issues including right priority setting
· Take ownership for issues – drive delivery of the service commitment to the customers via strong problem solving skills and proactive approach to exception management.

· Develop and maintain intimate knowledge of customers current and anticipated business practices and processes.

• Follow processes and guidelines (including customer specific working instructions).
• Build Strong internal relationships
• Assist Team Lead in day to day operations management
• Ensure operational support team processes are per customer’s specifications and benchmarks.
• Coordinates incoming calls, emails from customers, various Origin and Destination stations across multiple Geographies.

Job Type: Full-time
Pay: €32,000.00-€35,000.00 per year

Additional pay:

• Yearly bonus

Benefits:

• Bike to work scheme
• Company pension
• On-site parking
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Castletroy, Castletroy, CO. Limerick: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer service: 2 years (preferred)

Work authorisation:

• Ireland (required)

Work Location: Hybrid remote in CO. Limerick, CO. Limerick
Expected start date: 04/03/202

Please refer the Job description for details