Key Account Advisor

at  RM Education Limited

Overview:
Do you want to be help enrich the lives of learners worldwide?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification, we partner with schools, examination boards, central governments and other professional institutions, to enrich the lives of learners.
From humble beginnings in a garage in the Midlands, to supplying over 87 countries across the globe, we have been talking to educators and inventing thousands of new reasons for children to love learning for over 30 years.‌ For more information about our TTS division, click here - https://www.tts-group.co.uk/
As a Key Account Advisor, your role involves several crucial responsibilities. You’ll be assigned a selection of key international customer accounts. Your goal is to maintain strong relationships with these customers, ensuring their satisfaction and promoting long-term partnerships. As a primary point of contact, you will provide outstanding customer service. This involves promptly addressing queries, resolving complaints, and ensuring smooth communication between yourself and our customers. You will be required to efficiently manage order processing—from end to end. Accuracy and attention to detail are essential to ensure accurate invoices and timely deliveries. You will be expected to prepare reports related to order management and use your analytical skills to guide decision-making and help enhance overall performance. You will work closely with the International Sales Managers and other key stakeholders throughout the business. Effective communication is vital for resolving product and service-related queries and achieving first contact resolution.

Responsibilities:

• To answer all types of multi-channel customer contacts, along the customer journey from the point of interest to order through to post-delivery issues, any service-related complaints, product or service-related questions and in response to customer insights and feedback striving to always achieve a first contact resolution
• Manage regular customer contact via e-mail, Teams calls. Plan and attend regular customer meetings to discuss proactive management of any outstanding queries from disputes to offering alternative solutions to Out of Stock products
• Pro-active communication with your customer in the management of their orders, providing Back-order reports and alternatives to long term out of stock items
• To attend all types of communication meetings such as business updates, team meetings and product demonstration days
• To take responsibility for their own development plan to ensure that they are performing to a standard of performance that supports and achieves our customer satisfaction goal, engaging in and making contributions to all coaching and development sessions
• To support the International Customer Service Manager in the testing and implementation of processes and procedures that ensure the continued improvement in the efficiency and quality of all elements of the order to cash process and our service promise
• To take responsibility for keeping abreast of current processes, procedure, systems and technologies to ensure a good standard of performance is delivered
• Maintain a strong network across all business functions, with close collaboration and ways of working to consistently deliver great end-to-end service excellence, across all stages, channels, and touchpoints in the customer journey
• To undertake any other duties as required which are commensurate with the grading of the post

Experience:

• Excellent verbal communication skills with proficiency in English
• Ability to type and translate quickly and accurately.
• Knowledge of cultural nuances and sensitivity to cultural differences
• Ability to maintain confidentiality and professionalism in all interactions.
• Excellent communication skills - written, verbal, grammar and punctuation.
• Ability to work to deadlines and prioritise and have excellent time management skills.
• Ability to be adaptable, flexible, agile, resourceful, and multi-task.
• Excellent decision, judgement, problem solving, conflict management and influencing skills with the ability to analyse data and information.
• Ability to demonstrate empathy and emotional intelligence.
• Fluent in an international language/s would be advantageous

• To answer all types of multi-channel customer contacts, along the customer journey from the point of interest to order through to post-delivery issues, any service-related complaints, product or service-related questions and in response to customer insights and feedback striving to always achieve a first contact resolution
• Manage regular customer contact via e-mail, Teams calls. Plan and attend regular customer meetings to discuss proactive management of any outstanding queries from disputes to offering alternative solutions to Out of Stock products
• Pro-active communication with your customer in the management of their orders, providing Back-order reports and alternatives to long term out of stock items
• To attend all types of communication meetings such as business updates, team meetings and product demonstration days
• To take responsibility for their own development plan to ensure that they are performing to a standard of performance that supports and achieves our customer satisfaction goal, engaging in and making contributions to all coaching and development sessions
• To support the International Customer Service Manager in the testing and implementation of processes and procedures that ensure the continued improvement in the efficiency and quality of all elements of the order to cash process and our service promise
• To take responsibility for keeping abreast of current processes, procedure, systems and technologies to ensure a good standard of performance is delivered
• Maintain a strong network across all business functions, with close collaboration and ways of working to consistently deliver great end-to-end service excellence, across all stages, channels, and touchpoints in the customer journey
• To undertake any other duties as required which are commensurate with the grading of the pos