Account Support Assistant - Coventry, United Kingdom - ByBox

ByBox

Verified Company

Coventry, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Account Support Assistant
Days / Hours: 37.5 hours per week

Monday to Friday

Location:
Coventry

ByBox is a market leader and supply chain innovator, providing extremely reliable "last mile" delivery of critical replacement parts to the global field service industry.

ByBox provides end-to-end supply chain solutions used by hundreds of large businesses in the UK and around the world.

In today's digital world, every company is a "services" company. Successful companies will be the ones who exceed ever increasing customer expectations. Field service has become a crucial battleground, as delivery windows and SLA's get tighter.

Every service moment is an opportunity to solve, optimize and delight our customers - or fail, and give the competition an opening to exploit.

Companies are investing billions to automate and optimize field service workers, but are still failing to achieve world class service because of the inventory modernization gap.

Old inventory management approaches are falling apart at the edge of customer service.

ByBox solves this problem through our unique and advanced technology platforms and smart locks which insure that both the part and the service engineer are at the right place at the right time.

Our solutions extend enhanced intelligence, visibility and security to critical spare parts inventory at the dynamic field service edge, turning any space into a secure site to optimize placement of critical parts - so that the parts that matter are in the places that matter in the timeframes that matter, without breaking the bank.

In our UK base, we fulfil our mission by providing unparalleled on-time, in-night deliveries through eight strategically located distribution centres, a network of over 30,000 proprietary SmartLockers, and a reliable network of third party delivery services.

ByBox is profitable and has global annual revenues in excess of £70M.

Aims of Position

To provide a high standard of proactive support for a number of ByBox accounts by keeping in regular contact with both the customer and Account Manager, ensuring a high level of customer and Account Manager satisfaction.

Support the Account Manager in retaining and growing the account.

Specific Responsibilities

Provide proactive support to the Account Manager(s) across a portfolio of accounts, with a working knowledge of how the accounts work
Prepare reports, KPI packs and information for reviews as required by the Account Manager, accurately and on time
Monitor the profile of activity for the account against the anticipated volumes. Highlight trends and anomalies to the Account Manager
Attend, support and be proactively engaged in monthly/quarterly reviews with Account Manager as required
Provide proactive support to the Account Manager on projects relating to your portfolio
Ensure invoice data is accurate and deal with any queries
Ensure Customer Support is fully trained on all aspects of your accounts
Be the first point of contact for day to day issues, resolve promptly and through to resolution keeping the customer informed, and escalate to Account Manager accordingly
Take the lead in remapping engineers, setting up of new locations (including returns sites)
Provide Account Manager with summary of key issues for the week prior to their Friday AM Healthcheck call
Analyse cases on accounts, provide summary information to the Account Manager on key issues and proactively work with other areas of the business to resolve root cause and reduce level of cases raised
Manage investigation of any claims through to resolution ensuring the customer and Account Manager are kept fully informed

The Person Specification
Skills and Abilities