Account Manager (Client Services)

Account Manager (Client Services) Permanent / Full Time Location Belfast (Titanic Quarter) with occasional travel across N Ireland Working Hours 37.5 per week 9am -5pm Monday to Friday Description We seek an experienced B2B account manager with a proactive and optimistic approach to maintaining high level of customer care and client retention.
As part of 5-member customer services and sales team you will manage several key accounts ensuring that service levels and contract obligations are met.
You will also respond to general queries from customers including new sales enquiries, internal sales and onboarding new customers.
You will also provide estimates for campaign and bulk mailings and provide customer training.
Postal Group provide innovative and cost saving mailing solutions to over 2000 private business and public sector clients across Northern Ireland including charities, solicitors, schools and we hold contracts with the NI Health and Social Care Trusts and facilities and many NI councils.
Whether our clients wish to set up a daily mail collection from their office, or they are planning a bulk mailing such as a local door to door drop or sending magazines worldwide, we have the solution at our mailing house and depot.
If you are comfortable gaining technical product knowledge and can adapt to working with new MI and order fulfilment systems, then we can offer you a supportive and relaxed environment in which you can thrive.
By offering genuinely cost saving and useful products we have long standing positive relationships with our clients.
You will be expected to work closely with other departments to ensure a seamless experience for customers, ensuring realistic expectations from the outset and resolving customer queries and complaints.
Salary range: £26,000 to £30,000 dependent upon experience.
We offer a Contributory Company Pension - 29 days (including statutory) paid holidays increasing up to 31 - an engaging and supportive working environment - ongoing coaching and skills development.
Free on-site Parking close to train station and bus routes.
Full training provided on the services we offer and systems we use.
Experience in the print or mailing industry would be advantageous.
Key roles and responsibilities: Ensure high levels of customer retention and repeat sales through exceptional customer care, account management and successful onboarding of new customers.
Provide information on our products and services, and provide training to customers to ensure they can access and use our services effectively/correctly.
Responsible for ensuring service levels and contract requirements are met for key client accounts.
Regular review meetings / reporting to clients.
Proactively build client relationships, competently assess mailing needs to identify sales opportunities and suitable products and services.
Estimate costs and timescales for bulk/direct mailing.
Follow up on estimates and enquiries to secure repeat and/or new business.
Advise on best methods to plan and execute mailings to maximise savings and effectiveness.
Handle bulk mail or new collection service orders from inception to completion ensuring they are completed on time and to specification.
Competently handle changes to specifications, realistically managing customer expectations and keeping customers informed of progress.
Liaise with suppliers and colleagues as required to ensure that customers jobs and service requests are managed effectively.
Follow up to resolution or escalation where service delivery falls short of customer expectation.
Instigate/complete corrective actions as required.
Contribute to maintaining and updating written procedures and customer user guides, and ensure that accurate information is maintained on our CRM and MI systems.
Maintain up-to-date knowledge of Postal Group products and services, as well as associated industry knowledge.
Act professionally at all times and in accordance with company policy including health and safety and GDPR.
Where required, arrange and attend meetings at client premises.
Contribute to a culture of continuous improvement and innovation by identifying areas of process and service delivery improvement and work collaboratively with the company to implement changes.
Demonstrate high levels of integrity and honesty at all times, establishing a culture of both personal and organizational trust.
Ability to work flexible hours around the needs of both customers and Postal Group.
To undertake any other duties as requested by the Business Development Manager in accordance with the scope and responsibilities of the role.
Essential Skills and Experience At least 2 years experience in B2B customer service / account management role where you have demonstrated exceptional ability in client relationship building, client retention and high levels of customer satisfaction.
Strong oral and written communication skills with the ability to discuss price, timescales and detailed requirements clearly and professionally.
Able to adjust communication style/method to ensure positive outcome.
Confident and competent communicator by telephone, email, face to face, online or at site visit or meetings.
Professional and customer centric approach, with skills in complaint handling.
Ability to establish rapport and build positive working relationships with suppliers, clients, managers and co -workers.
Confident using MS Office including Outlook, Excel, order processing, management information and CRM style systems.
Proven ability to organize, prioritize, plan and adjust workload effectively.
Dedicated to and capable of maintaining accurate records.
Resilient and solutions focused A self-starter who uses initiative and get things done and can work well with minimal supervision.
Able to prioritize and coordinate multiple work requirements to meet deadlines.
Able to understand and empathize with customer needs whilst balancing their needs with those of the company.
Ability to influence at colleague and client level.
Clean UK driving license Desirable Skills and Experience Experience within the mailing, print or similar industry.
Experience preparing and delivering presentations on products/services.
Qualifications in business, administration, marketing, or project management Experience in sales and new business and/or contract management Skills in reporting writing, data analysis.
Experience estimating costs / having price-based conversations with customers.
Who should apply.?
We welcome applications from candidates with the following skills: customer service, account management, new business, customer retention, customer support, sales, customer success manager, or similar roles.
Postal Group is an Equal Opportunity Employer.
We do not discriminate on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, veteran status, sexual orientation or any other characteristic protected by law.
Postal Group are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.
We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential.
We welcome all applications from a wide range of candidates.
Selection for roles will be based on individual merit alone.
Should you require any reasonable accommodations to apply or interview for this role please email Stephanie at "