As a Customer Account Manager, you will be the primary point of contact for clients, responsible for managing relationships, ensuring satisfaction, and aligning internal teams to meet customer needs. You will oversee the administration of commercial agreements, performance metrics, and contribute to operational efficiency in delivering customer projects.
Main Purpose of the Job
• Ensure the voice of the customer is consistently represented across Europlaz.
• Assist the Commercial Director.
• Enhance Europlaz’s reputation and foster long-term customer loyalty through excellent service.
Key Responsibilities of the Customer Account Manager
• Act as the primary liaison between customers and internal departments, ensuring clear communication and project updates.
• Resolve customer questions and issues promptly.
• Manage customer contracts, ensuring timely review, compliance, and renewal.
• Collaborate with operations and manufacturing teams to meet customer requirements and ensure seamless service delivery. Communicate order status to external stakeholders.
• Oversee on-time, in-full (OTIF) product delivery reporting.
• Liaise with the Quality department on customer complaints with commercial impact and follow up to resolution.
• Lead customer satisfaction monitoring through KPIs and monthly reports.
• Be the first point of contact for new business enquiries.
Executive-Level Administrative Support:
• Calendar Management: Take ownership of high-level calendar management for commercial Director, ensuring alignment with business priorities and external client schedules.
• Travel Coordination: Organise and coordinate complex domestic and international travel itineraries, including flights, accommodation, and logistics for executives when meeting key clients.
• Meeting Preparation: Prepare agendas, compile necessary documents, and coordinate follow-up actions for client meetings or internal strategy sessions.
Daily Deliverables
• Monitor and review outstanding orders weekly, tracking progress against delivery commitments.
• Be the voice of the customer in the production planning process.
• Manage sensitive information with the highest level of confidentiality, particularly around contracts, commercial terms, and high-value client negotiations.
• Maintain and update customer agreements.
• Assist the Commercial Director with key customer visits taking notes, and tracking actionable items and key decisions.
• Monitor customer satisfaction through Net Promoter Score (NPS), conduct annual surveys, and follow up on feedback—particularly with dissatisfied customers—to address concerns and identify trends.
• Forecast and track key account metrics, analysing the companies supplier performance from customer feedback.
• Present root cause analysis on recurring satisfaction issues or “wow” points and report findings to the board quarterly.
• Share customer feedback with all Europlaz staff and ensure key insights are communicated across the business.
• Follow up with new enquiries and hold initial meetings alongside Directors, where relevant, to sell Europlaz and understand the customer requirement.
Skills & Experience
• Strong relationship management and customer service skills.
• Experience in negotiating and managing commercial terms such as contracts and pricing.
• Exceptional communication and attention to detail.
• Advanced MS Office Skills: Proficiency in advanced features of Microsoft Office, particularly in Excel and PowerPoint, to prepare executive reports and analyses.
• Multitasking & Prioritisation: Proven ability to handle a wide variety of tasks, prioritize effectively, and manage the dynamic schedules of senior leaders.
Preferred Experience
• Project management.
• Prior experience in a manufacturing or operations environment.
• Experience in MedTech or Healthcare sectors is an advantage.
Further Information
This will be an office-based role which will require a presence at our Southminster site 5 days per week.
At Europlaz, we provide an inclusive and flexible working environment for people to thrive in, and we are happy to support flexible working wherever possible. In return for your hard work, we offer a competitive package that includes an enhanced salary sacrifice pension scheme, life assurance and an incentive bonus. We encourage you to apply and embark on a rewarding career with us.
How to Apply
To apply for this Customer Account Manager vacancy, please send your CV and a Covering Letter to jobs@europlaz.co.uk.
STRICTLY NO AGENCIES PLEASE.
