Customer Service Contract Manager

Customer Service Contract Manager

Nationwide

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Jungheinrich is one of the top three leading companies in the material handling equipment and Intralogistics sectors worldwide – and we are very interested in speaking with you further about your career. 

 

 

Role Purpose

• For specified customers, be the Jungheinrich UK’s primary point of contact for support; control and monitor the performance of the contract(s) throughout the term.
• Maximise revenue and profit from all cross-selling opportunities available to the Jungheinrich Group.
• Within your customer base, ensure full compliance of all Health & Safety related topics.
• Work with the Senior Management Team within Customer Service to ensure the company’s overall objectives and goals are achieved, including the development of reporting tools/suites.

 

Role Responsibilities

• Promote the health, safety and welfare of our people and champion a safety-first culture within our business
• Monitor and control the complete contract performance for specified customers
• Utilising company reporting, ascertain the fundamental profitability of these contracts
• Proactively identify and suggest plans to minimise loss making business or further improve profitable contracts
• Work closely with all other areas of the business to drive this focus on profit
• Remove all “silo” thoughts around the business and promote a company-wide financial picture.
• In a timely manner, research the best possible financial solution for both Jungheinrich and the customer through either contract extensions, new/used equipment profiles or a mixture.
• Work with a proactive, consultative approach to your customers to be seen by them as a trusted advisor.
• Improve customer utilisation of fleet, address excess hours and limit end of contract exposure
• Drive fleet optimisation and usage
• Implement and deliver a Customer Service strategy that delivers our financial and customer service expectations and objectives
• Be a key driver in delivering the best levels of customer service to our customers
• Visit customers as planned or requested and share KPI data
• Optimise performance and results through the regular review of available data and metrics
• Maximise all service sales opportunities, including but not limited to service market share
• In addition to the duties and responsibilities listed, the job holder may be required to perform other duties assigned by the Customer Service Team

 

Role Requirements

• Somebody who can demonstrate exposure to the intralogistics and materials handling equipment sector
• Someone who can demonstrate prior customer account experience.
• IT literate, in particular Microsoft office
• Strong numeracy and analytical skills
• The ability to work with, coach and influence people at all levels
• A self-starter with strong time management
• Ability to work under pressure, putting the customer at the heart of what we do
• The ability to translate objectives into action plans and results
• Understanding of working with SAP
• This role will be based in UK and travel as and when required.
• National and International travel will be required on occasion
• Full valid current driving licence.
• Perceived ability to progress

 

Competencies Required

• Strong interpersonal skills
• Management skills and experience of delivering required targets and objectives
• An accountancy / profit led focus
• Drive and determination
• Analysis / Business Acumen / Customer Orientation
• Influencing / Negotiation / Accountability
• Initiative / Communication / Passion
• Integrity / Respect

 

Jungheinrich is an attractive employer and cares about its employees. We offer a wide range of benefits, training courses and on-going career support.