ABOUT FORGEWAY LTD:

Forgeway Ltd is a dynamic and innovative manufacturer of high-performance adhesives and sealants, serving various industries worldwide. We are committed to providing excellent customer service, ensuring that our products meet the highest standards. Our focus on sustainability and cutting-edge solutions drives our growth, and we are looking for a talented individual to join our team to further strengthen our customer relationships in view of generating more revenue from the existing customer base.

JOB DESCRIPTION:

We are seeking a proactive and customer-focused Internal Customer Development Manager to oversee, grow and manage relationships with key clients. You will handle inquiries, process orders, and work closely with internal teams to maintain a seamless customer experience. This is an exciting opportunity for a customer-focused individual with a passion for delivering excellent service, whilst seeking out opportunities to upsell and improve profitability by customer.

REQUIREMENTS:

• Proven experience in customer service of 2-3 years minimum
• Ability to detect additional revenue opportunities within existing clients.
• Passion for sales growth and upselling
• Strong interpersonal skills with a focus on customer satisfaction.
• Excellent communication and negotiation skills.
• Experience with CRM software
• Competent using Microsoft Excel
• Fearless use of and excellent phone manner
• Strong problem-solving skills and attention to detail.
• Ability to work collaboratively across departments and manage multiple client accounts effectively.
• Self-motivated, with strong organisational and time-management abilities.

· Identify opportunities for upselling or cross-selling where appropriate and other customer service-related efficiencies.
· Commit to daily KPI of proactive meaningful customer conversations via telephone.
· Commit to quarterly KPI of profit growth on existing customer spend.
· Work with customers to create a routine stable ordering pattern to avoid extreme highs and lows of demand.
· Use software and reporting tools to track customer revenue, gross profit and product usage within each customer.
· Respond to customer inquiries via phone, email, and online platforms in a timely and professional manner.
· Maintain strong relationships with customers, understanding their needs and providing tailored solutions.
· Resolve customer issues efficiently and escalate complex matters when necessary.
· Work closely with the Sales and Operations teams to ensure seamless service delivery and efficient new customer onboarding.
· Keep records of customer interactions and transactions in the CRM system.