Job Title: Account Coordinator
Reports To: Group Client Manager
Overview of Role
The Account Coordinator Is responsible for managing and developing relationships with key clients across the group. Your focus will be on enhancing customer satisfaction, promoting customer excellence, identifying cross-selling opportunities, negotiating competitive rates, and driving cost efficiencies. You will be the central point of contact for strategic accounts, working closely with operations, finance, and the wider commercial team.
Responsibilities and Duties
- Serve as the primary internal contact for allocated group client accounts, ensuring smooth day to day communication and support.
- Coordinate internally with operations, planning, administration and finance teams to deliver client requirements, ensuring client expectations are met efficiently and cost effectively.
- Monitor service levels, delivery performance, and key KPIs, proactively addressing issues and seeking improvements.
- Conduct regular remote review meetings with clients (via phone or Microsoft teams) and prepare detailed reports on account performance.
- Maintain accurate records of client interactions, contact terms, account specific agreements, service levels agreements and action plans.
- Identify opportunities for account development, process improvements and increased efficiency.
- Manage client queries, complaints and escalations with professionalism and speed.
- Ensure all internal systems (eg, CRM, Reporting systems) are kept up to date with client activity and communication.
- Identify and execute cross selling opportunities across the group’s service offering and the network.
- Contribute to continuous improvement of client management processes and customer experience.
Person Specification
- Experience in client management, account handling or customer service – Preferably within the logistics, transport, or distribution.
- A motivated and committed person, looking for continual development and progression within the business.
- Strong interpersonal and communication skills, partially via telephone, email, and video.
- Excellent attention to detail, with the ability to manage multiple client accounts simultaneously.
- Analytical mindset and comfortable working with service data and KPIs to identify trends and make data-driven decisions for improvements.
- Collaborative team player with the ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and work under pressure.
- Willingness to share knowledge and best practices with team members and contribute to a positive team culture.
- Proficiency in commercial software, CRM systems, and other relevant tools and technologies.