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About the Role
This role manages a national book of customers, focusing on proactive relationship management, identifying cost-saving opportunities, and driving adoption of the company's eCommerce platform. It offers significant influence over a key business priority and visibility to senior management.
Responsibilities
- Run a proactive call cycle across a national customer base, maintaining relationships, tracking usage patterns and spotting where volume is slipping before it becomes a problem
- Move customers from offline ordering onto the eCommerce platform, from first demonstration through to account setup, navigation and repeat use
- Identify rationalisation, substitution and standardisation opportunities that lower customer cost while keeping volume with the business
- Advise customers on order quantities and product mix where there is a saving to be made on both sides
- Prepare quotes using the online quoting tool within delegated pricing authority, and keep CRM activity current
- Resolve inbound commercial and technical queries, and enter orders when required
- Judge which customers suit digital self service and which still need higher touch support, and make the call
- Report adoption barriers, usability problems and improvement ideas back to management
Requirements
- Two or more years in internal sales, account support or customer service in a business to business environment
- Commercial and numerical confidence
- Ability to influence customer behaviour
- Comfort managing high volume, repeat order accounts
- Working knowledge of CRM and ERP systems
- Sufficient Excel skills to run own reporting
- Clear written and verbal communication
Skills
- Internal sales
- Account support
- Customer service
- Relationship management
- eCommerce platform adoption
- Product substitution
- Quoting
- CRM
- ERP
- Excel
- Communication
Location
- National
Work Type
- Office-based
- Full-time
Experience Level
- Mid-level
Benefits
- Ownership of a defined book of customers
- Genuine input into business programmes
- Broad exposure across the business
- Support of a large, established operation
- Clear line of sight to senior management
About the Company
- A large Australian manufacturer and distributor supplying products and consumables to businesses across almost every sector of the economy.
- Operates a national branch network.
- Part way through a programme to modernise how thousands of their smaller customers order.