Customer Relationship Lead - Derby, United Kingdom - Incora

Incora

Verified Company

Derby, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Summary:

Responsible for the day-to-day interface with the customer, managing and maintaining the associated reporting, performance indicators and customer's orderbook for specified account(s).

Ensuring exceptional levels of service are achieved for delivery and quality. Building strong customer relationships to provide a great customer experience and ensure that overall customer satisfaction is maintained.

Accountability and Scope:

Maintain operational relationships to support successful delivery of the contract (financial and service level) and achievement of the business objectives.
Support and manage relationships with internal and external stakeholders.
To provide key performance measures and reports that drive focus on relevant operational processes and target conditions for both Incora and its customers.

Essential Job Duties and Responsibilities:

Customer Engagement:

Participate in local business reviews and associated activities including improvement projects, order book review and critical parts management.

Investigate and attempt to resolve intermediate to complex level customer issues in alignment with established company policies, procedures, and work instructions

Manage the customer orderbook, returns process and contract reviews.

Access and update customer websites and portals - download latest orders, demands, forecasts & reschedules.

Build, maintain and continually improve the relationships with Internal Stakeholders and Customer Operations to ensure sustained inventory levels to meet contract order fulfilment

Identify efficiencies and risks in the process of report generation and make suggestions to improve them

Produce and publish stock asset reports and associated KPI pack.

Support implementations, business changes and team daily activities.

Support functional reviews including key actions and escalation.

Strategy:

Execute and support feedback to functional leaders on strategy plans including engagement, performance and improvement.

Cross-Functional Engagement:

Participate in cross functional projects to deliver internal or external value.

Support functional Policy Deployment projects, including Zero Defects and core business objectives.

Communication:

Capture current performance & identify improvement opportunities for assigned accounts.

Support engagement projects, team communications and customer surveys.

Escalate to first line as appropriate.

Teamwork:

Support colleague

Support development of corporate social responsibility within the team.

Participate in one to ones, team briefs and performance reviews; and hold these for your team if applicable.

Measures of Performance:

Lead and manage operational key performance including on time in full delivery, build stops, inventory availability and forecasting performance.
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Support and input into key performance including:
Financials - revenue, profitability, position to budget and excess.

Health & Safety

Unplanned Costs - internal and external, including penalties and associated non-recurring costs to allow customer contract adherence.

Qualifications and Experience:

Proven experience in Customer Account and Relationship Management experience
Ability to problem solve and influence internal stakeholders to address problems.
Able to work well under pressure within defined timescales.
Fluent in English Language.

Competencies and Behaviors:

Excellent Interpersonal Skills.
Problem Solving.
Ability to communicate across all levels of the business (up and down).
Key organisational skills.
Excellent customer service skills.
Inclusive character (diversity).
Passion for change (develop and effect).
Results orientated.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities, and requirements. Duties, responsibilities and requirements may change over time and according to business need. This is not a contract, expressed or implied.

ABOUT US
Incora is a leading, global provider of innovative supply chain solutions.

Our promise to our customers is to reduce complexity and increase reliability so they can deliver mission-critical solutions that improve our world.

We exist to enable the mission-critical.

With a strong foundation in the aerospace and defence markets, we also utilise our expertise to serve industrial manufacturing, marine, pharmaceuticals, and beyond.

We manage all aspects of supply chain from procurement to warehouse management, from logistics to on-site customer services.

We pride ourselves on offering:

Industryleading capabilities
Innovative solutions
Greater customer value
Trusted supplier relationships
Business growth and operational efficiency

We live by our values:
Courage, Collaboration and Commitment and are proud to add real value to our customers' businesses. Our people-centric philosophy is underpinned with strong engagement, consistent co