Indoor Account Manager

GFS are keen to announce we are looking for an Indoor Account Manager to join our Account Management Team!

This is an interesting role that requires great relationship building skills and a want to help our customers utilise our services to its full capabilities. The ideal candidate will have strong knowledge on the logistics industry, be a friendly, reliable point of contact and have a desire to increase customer profitability.

We are offering a full training and development plan for the post holder to ensure they fulfill their potential in this role.

Role Description

• A GFS Indoor Account Manager is the person with overall responsibility for managing the collaborative relationships with allocated customers;
• Responsible for developing relationships and retaining allocated customers; connecting with key business executives and stakeholders and scheduling regular business review meetings with customers. GFS IAM’s also answer customers queries and identify new business opportunities amongst existing customers;
• Liaise with GFS departments, including Customer Services, Operations, Pricing, Accounts and IT to improve the entire customer experience;
• IAM’s are office based and will spend a significant amount of time developing relationships over the phone and through video call on Microsoft Teams.

Main areas of responsibility

• Managing an allocated customer portfolio;
• Acting as the primary point of contact for allocated GFS customers;
• Retention of allocated customers and nurture those key relationships over time;
• Providing accurate status reports of existing accounts and new business opportunities;
• Generation of new business sales from existing customer accounts through upselling and cross-selling;
• Manage, maintain and improve the Customer’s business profitability through commercial rate reviews and cost management;
• Acting as a liaison between customers and GFS Departments;
• Collaborate with Sales team to support onboarding of allocated customers;
• Meeting deadlines, and achieving targets as set by Manager;
• Ensuring that the customers within your remit adhere to payment terms;
• Maintain accurate records of customers interactions up to date on HubSpot;

Education and Experience

• Proven work experience as a Customer Service Advisor; Account Manager, Sales Manager or relevant role

Essential:

• Customer Service/Account management experience with ability to demonstrate skills;
• Commitment to excel;
• Proven track record in logistics environment;
• Presentation and negotiation skills;
• Good organisational and time management skills;
• Tireless relationship builder;
• Problem solving and critical thinking skills;
• Customer Focused Solutions Experience;
• Negotiation Skills, Listening Skills, Communication Skills, Presentation Skills, Time Management Skills, Influential;
• Build and maintain strong, long-lasting customer relationships;
• Ability to negotiate contracts and close agreements to maximize profits;
• Develop trusted advisor relationships with GFS customers;
• Prepare reports on account status;
• Assist with challenging client requests or issue escalations as needed;
• Strong verbal and written communication skills
• Understanding of consumer behaviours and industry trends;
• Value based selling skills;
• Extensive, accurate product knowledge;
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization;

Desirable:

• Project Management Skills,
• Solid experience with CRM software (e.g. Salesforce, HubSpot) and MS Office

Personal:

• Excellent communication skills;
• Listens to and values the opinions of others;
• High level of integrity, trust and respect;
• Ability to make decisions;
• Good problem solving skills;
• Approachable, adaptable and flexible;

• Positive ‘can-do’ approach
• Self-motivated, ambition to succeed

Key Competencies – Metrics

• Retention
• New Business Acquisition
• Rate Increases
• Customer Meetings