Job Description

Prime Purpose:

• Retaining and developing sustained profitable growth from the CFS customer base through excellent service delivery.

Key Result Areas:

• Managing and improving the performance of allocated accounts in cooperation with the relevant service team/s
• Owning the quality of service delivery for the contract
• Developing a customer centric, continuous improvement approach
• Maintaining and increasing profit margin generated from the allocated accounts.

Key Tasks:

• To position CFS as a strategic partner with major customers to deliver mutually profitable business solutions
• To improve customer satisfaction via professional customer management, working with colleagues to address any issues
• To provide an escalation point for any service issues and ensure issues are resolved
• To understand all allocated account deliverables and their individual business requirements
• Build strong relationships with account key contacts to seek feedback and knowledge of future needs and requirements
• Ensure appropriate contract documentation is maintained such as signed CSL agreements, purchase orders and price agreements
• Ensure work schedules and jobs are loaded correctly in Vixen by liaising with CMT and any significant changes are notified and mobilised in a timely manner 
• To maximise account potential through conversion of NDRs to orders, selling additional service disciplines and identifying other new opportunities
• To manage and take responsibility for the annual account renewal process ensuring contract margins are maximised and price increases negotiated
• Regularly update CFS management on the performance of the customer contract and identifying customers that are at risk of leaving CFS
• Take responsibility for ensuring all work completed is invoiced profitably and in a timely manner by liaising with the Invoicing Team.
• Be responsible for resolving queries for missing paperwork and order uplift requirements
• Liaise with Credit Control to ensure customers pay their outstanding invoices in line with agreed credit terms and reasons for overdue debt are resolved
• To work with the Engineering, Customer Service Co-ordination Teams and subcontractors to ensure excellent service delivery 
• Line manager for allocated account administrator/s, managing their performance and development
• To operate to the highest business standards, managing risk and protecting CFS' reputation
• To ensure the company operates in accordance with company policies and standards
• To share new products and solutions with key contacts
• Be based in the Sutton Coldfield office when not visiting customers.

Attributes Required:

• Demonstrable experience in a service led business role
• Ability to manage customer contracts on a commercial, profitable basis
• Knowledge of relevant British Standards and other associated standards and best practices
• Ability to understand clients' processes and business objectives
• Proven organisational skills: ability to prioritise workloads and multitask effectively
• Self-motivated
• Ability to work with a wide range of customers.

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