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Account Representative

SFS | Welwyn Garden City, United Kingdom

Job Title: Account Representative
Salary/Rate: Competitive salary negotiable DOE
Location: Welwyn Garden City, United Kingdom
Type: Permanent, 100% office-based

SFS Group Fastening Technology Ltd. is the world's largest manufacturer and distributor of carbon and stainless steel fastening solutions for roofing, cladding and façade systems. The company is part of SFS Group, which is an internationally operating company with more than 80 sales and production locations in 26 countries in Europe, North America and Asia. We employ around 9,500 people worldwide.

 We wish to appoint an ambitious Account Representative to join the team based in Welwyn Garden City.

Objectives 

• Main point of contact within SFS for customers (new and existing) and for SFS Sales Representatives
• Proactively manage own work load, working towards any targets given and share responsibility for all office and administration duties
• Accurately communicate product availability, product information and delivery schedules in a timely manner
• Ability to understand / appreciate the application of all products to ensure you can speak fluently with the customer when dealing with their enquiries
• Ensure that each customer receives outstanding service by providing a friendly and professional environment; establishing rapport, maintaining solid product knowledge and all other aspects of customer service
  

Principal duties

• Ensuring all orders are up to date and customers/ sales advised of any rescheduling by phone
• and email the same day. Ensure notes are made on SAP relating to changes in any orders/
• conversations with customers/ internal teams
• Attend production meetings ensuring the information is actioned and communicated to CST and customers
• Proactively checking if orders can be released
•  Chasing pre-payment orders
• Chasing OP’s to ensure EDI blocks are cleared
• Chasing accounts to ensure finance blocks are cleared
• Liaising with customers to ensure call off orders are scheduled correctly
• 1st point of contact for all allocated Key Customers from order start to finish
• Liaise with customers to produce weekly back order status reports
• Host weekly/ monthly review meetings with Key Customers
• Updating customer account information
• Review and update of SAP notes
•  Resolution of any non conformance reports – Root causes and corrective actions to be feedback to Customer Resolutions & Team Manager 
• Answering calls and resolving on the call or passing to the relevant department if query cannot be immediately resolved
• Proactively updating customers by telephone to reduce number of inbound calls and emails
• Review Key Customer Tangro mapping to ensure orders are pulled through correctly.
• Investigate issues and map correctly
• Work with customers/ sales to explore improvements in working practice/ communication
• 1st point of contact for all allocated Key Customers from order start to finish
• Liaise with customers to produce weekly back order status reports
• Host weekly/ monthly review meetings with Key Customers
• Updating customer account information
• Review and update of SAP notes 
• Answering calls and resolving on the call or passing to the relevant department if query cannot be immediately resolved
• Proactively updating customers by telephone to reduce number of inbound calls and emails
• Work with customers/ sales to explore improvements in working practice/ communication
• Onboarding of new customers
• Ship To set up
• Respond to all customer emails within 24hrs – prioritise and respond sooner as required
•  All emails to go through ukenquiries not personal email
• Categorise emails for ownership and accountability
• Ensure all actioned emails are filed correctly
• Create/ maintain SOP’s in relation to Account Rep responsibilities
• Build relationships with relevant sales reps for your Key Accounts
• Ensure sales are updated in relation to stock issues/ rescheduling
• Provide customer feedback to relevant sales rep & Team Manager
• Establish yourself as the point of contact for customers enabling sales to be out of the day to day running of orders
• Ensure your Key Customer pricing is correct and OP/ wider team are aware of any exceptions
• Utilise the CRM system to track customer communication/ liaise with sales

Key Competencies 

• Strong interpersonal skills are required to develop rapport and build relationships with new/existing customers
• Methodical approach to your work ensuring high accuracy of right first time
• Ability to effectively and confidently handle any occurrence of conflict; demonstrating active listening and empathy skills
• Ability to multi-task and use various systems whilst engaging with customers over the telephone. The account representative must be able to listen to, and in some cases emphasize with, the customer whilst obtaining the relevant information to handle the call effectively
• Strong technical aptitude to understand the range of SFS products and services and utilise this knowledge to best serve the customer
• Understand the business operations within SFS and the industry competitive environment
• Thrives at working under own initiative/minimum supervision; whilst having the humility and maturity to seek support.

At SFS we belief in rewarding our employees for their hard work and commitment. We offer a range of employee benefits including:

• Competitive salaries, benchmarked against our competitors
• Profit-sharing
• Competitive holidays
• Healthcare scheme
• Support for education and further training
• Company pension scheme
• Childcare tax benefits
• Free parking
• International environment with the possibility to travel

If you choose to join our team, we will offer you career prospects and opportunities for continued development. As an SFS employee, not only will you be part of an international company, but you will also find yourself working in an exciting environment where sights are set firmly on the future.

Interested?