Responsibilities
- Support the Head of Account Management in daily operations and strategic initiatives.
- Ensure adherence to customer contract terms by monitoring, reporting, and acting on key performance indicators on a daily or weekly basis.
- Track and manage changes in contracted route volumes, including expansions or reductions.
- Monitor the frequency of non-routine, on-demand routes.
- Oversee Day 1 to Day 2 operational transitions, including timing and execution.
- Secure approvals for any modifications or additions to customer pricing structures and ensure the Customer Services team maintains current rate cards.
- Align internal business growth strategies with client objectives to maximize revenue opportunities and market share.
- Maintain required levels of contracted equipment such as trailers and shunt vehicles, ensuring additional assets are correctly billed.
- Ensure staffing levels meet contractual requirements for roles like shunters, yard staff, dispatch, and office personnel, with any extra labor properly charged to the customer.
- Ensure accurate and timely invoicing of fuel surcharges and ad hoc service rates.
- Review customer account statements regularly and take action to resolve overdue payments.
- Keep the CSUD form updated, with all changes documented, tracked, and approved per established procedures.
- Build and sustain strong working relationships with key customer representatives, senior internal management, and planning teams.
- Conduct weekly communication reviews to ensure clear, effective updates on delivery performance, customer needs, trends, and improvement opportunities.
- Deliver detailed volume forecasts by day, region, and year, including variance analysis between actual and projected figures.
- Provide in-depth commentary on volume fluctuations, especially during promotional events or seasonal peaks such as Christmas and Easter.
- Prioritize daily tasks according to customer account demands and business performance expectations.
- Meet strict reporting deadlines while maintaining continuous oversight of customer accounts and coordination with internal teams.
- Track daily customer performance and share detailed, relevant data with internal and external stakeholders to meet contractual KPIs.
- Deliver daily or weekly reports to customers or internal stakeholders, including recommendations and actions for improvement.
- Understand, monitor, and report weekly on Time Based Planning data for assigned accounts.
- Make data-driven internal recommendations to enhance performance and profitability, using weekly tracking to measure impact.
- Incorporate performance data and insights into customer discussions and review meetings.
- Hold formal quarterly meetings with customers across relevant business units to define short-, medium-, and long-term plans.
- Assist in developing an annual strategic report outlining goals and milestones for the upcoming 12-month contract period.
Benefits
- 20 days of annual leave plus standard bank holidays.
- Pension plan with 5% employee and 3% employer contributions.
- Life insurance coverage equal to twice the annual salary.
- Access to a 24/7 confidential counseling and legal advice service through the Employee Assistance Programme.
- Eye care benefits including free eye exams and discounts on prescription eyewear.
- Recognition programs including employee of the month/year, special achievement awards, and long-service honors.
- Everyday savings through access to over 50 retail discounts via the company benefits platform.
Work Arrangement
On-site
Other
Working hours are Monday to Friday, totaling 45 hours per week.
