Daventry, NTH, United Kingdom
Job ID: 41369
£24 - £26k (DOE)
Are you looking for a new challenge?
Do you have excellent account management & 3PL experience with excellent customer service skills? Do you enjoy working in a fast-paced environment?
Are you flexible in your approach to work and willing to work on any project allocated, taking responsibility for customer accounts, queries and resolving issues?
ABOUT INGRAM MICRO COMMERCE & LIFECYCLE SERVICES:
Based in Daventry, we are a supplier of logistic services to top brands covering business to business and direct to consumer.
Working within the client services team, act as the primary point of contact for the clients to which you are assigned.
Build solid relationships with the client, operations and peers to ensure the client and customer experience is second to none and in line with SLAs and targets.
Develop these relationships to ensure we are ready to explore further opportunities.
As part of the wider Ingram Micro family identify areas for improvement and help develop these for the benefit of the client, customer and site.
PRINCIPAL TASKS OF JOB / CORE RESPONSIBILITIES:
To be the primary day to day point of contact within Ingram Micro for the clients for which you are assigned, which may change from time to time, on a day-to-day basis.
Deliver with clarity and professionalism superior level of responsiveness in support of your customer relationships, ensuring standard and appropriate ad-hoc reporting is created and supplied in support.
Build an in depth understanding of KPI data, Service level agreements and processes. Review these periodically to ensure they are up to date.
Work in partnership with the client(s) to produce forecasts and detailed activity planning, ensuring you understand what is within and outside of contract and subject to additional charges. Ensure these are approved internally, agreed with the client prior to activity and captured for finance to process.
Maintain an action and activity tracker. Understand and agree outputs with the client and work with your colleagues to drive resolution to any issues or enhancements.
Establish an extensive working knowledge of the client(s) and Ingram Micro systems, processes, and work instructions.
Understand your client(s) current activity, ensuring all is on schedule with no blockers.
Work with Operations and team Colleagues and other departments to ensure all queries are investigated; resolved and corrective action is put in place where necessary.
To act as the escalation, point for Operations in relation to your specific client(s).
Prepare documentation and slide decks for Monthly and Quarterly Business Review meetings.
Work as a team with the Operations Manager and Operational Process Lead, attend joint meetings daily and periodically as required.
To be proactive in contributing ideas and suggestions supporting product and service developments and improvements for both new and existing systems / services.
Actively support the business through participation in project teams, user and client acceptance testing when required.
Monitor and update all sales and activity forecasts for the designated accounts.
Ensure that all Added Value Services including cycle counts, rework, Kitting etc is quoted to and signed off in advance internally, by the client, captured in logs and is picked up at invoicing, ensuring an accurate back up is available to support all invoice entries.
Assume full responsibility for the clients monthly invoicing process, ensuring accuracy and that all services are billed in the appropriate accounting period. Track “Value Added Services”, overtime, and all client transactional activity to support this activity and aid financial profiling.
Ensure all customer billing is reconciled, taking place within client(s) timelines at month end, with 100% accuracy. Manage invoice queries from the client.