Customer Service Account Executive at Culina Group

Stafford, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

06 Jul, 26

Salary

31092.28

Posted On

07 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Account management, Logistics, Despatch operations, Problem solving, Communication, Mentoring, KPI management, Stakeholder management, Conflict resolution, Reporting, Process improvement, Diplomacy, Team leadership

Industry

Logistics;Transportation;Supply Chain and Storage

Description

Company Description iForce (Part of the Culina Group) is at the forefront of e-commerce fulfilment, returns processing and carrier management. With its own in-house technology infrastructure this underpins the iForce offering to customers. At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thrive… A place where you're valued, challenged, and inspired! Job Description Reporting to the Customer Service Manager, the Customer Service Account Executive is to be the single point of contact for the selected customer accounts. To work alongside other internal departments and stakeholders to resolve delivery issues, Claims and POD queries. Working hours: Monday to Friday, 09:00 - 17:00 Salary: £31,092.28 per annum Key Duties of a Customer Service Account Executive: Support the development and implementation of customer service policies and procedures. Monitor and review processes using customer feedback to propose change and support continuous improvements. Support the mentoring and development of other team members, nurturing an environment where they can excel through encouragement and empowerment. Be the first point of contact for the customer, handling complex issues in order to maintain a high standard of customer service and client relationships. Hold regular meetings with internal and external stakeholders to discuss expectations and continuous improvements for them and the team. Build and maintain strong relationships with internal and external stakeholders. Maintain agreed KPI’s and report on performance and potential improvements. Liaise with company management to support and implement growth strategies. Support on ad-hoc projects as required. Investigate, report potential cost exposure and resolve customer claims to satisfactory resolution. Qualifications Passion for delivery of excellent customer service within an ever growing business. Coach, train and motivate team members, be able to influence and steer to produce high end results. Good written and verbal communications, be able to adapt the communication style to meet different situations and personalities. A creative approach to problem solving and diplomacy with the client. Considerable experience working in a customer facing environment. A detailed understanding of Logistics and despatch operations to be able to manage and advise others. Additional Information As part of our drive to make Warrens 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 – 33 days inclusive of the bank holidays. Pension scheme – We want colleagues to enjoy a comfortable retirements so we offer a great contribution of 4% employee and 4% employer. Life Assurance - 2 x 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!

Responsibilities

The Customer Service Account Executive acts as the primary point of contact for assigned accounts, managing delivery issues, claims, and POD queries. They are also responsible for mentoring team members, monitoring performance against KPIs, and collaborating with internal stakeholders to drive continuous improvement.