Desk Based Account Manager

Desk Based Account Manager
Location: Stoke-on-Trent

Salary: 28,000 + bonus

Hours: Full Time, Monday to Friday

An exciting opportunity has arisen for an experienced Desk Based Account Manager to join a growing organisation.

Key Responsibilities

• Manage a portfolio of customer accounts and be the main point of contact for day-to-day queries and support.
• Build strong relationships with customers, gaining a clear understanding of their business needs and objectives.
• Deliver a high level of customer service and ensure client expectations are consistently met.
• Work closely with internal teams to ensure smooth service delivery and resolve any issues efficiently.
• Identify opportunities to grow existing accounts through additional services and commercial opportunities.
• Support contract renewals, account reviews and pricing discussions.
• Monitor account performance, analyse KPIs and provide recommendations for improvement.
• Produce regular reports, track trends and investigate any service-related issues.
• Liaise with customers regarding future demand, forecasts and upcoming activity.
• Coordinate with operational teams to ensure adequate resources and capacity are in place.
• Maintain accurate customer records using CRM systems and ensure all account activity is logged correctly.
• Support the onboarding of new customers and ongoing account development.

Skills & Experience

• Previous experience within Account Management, Customer Success or a customer-facing role.
• Strong relationship-building skills with the ability to manage and develop key accounts.
• Commercially aware with a proactive approach to identifying growth opportunities.
• Experience using CRM systems and Microsoft Excel.
• Excellent communication and stakeholder management skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Comfortable analysing data, reviewing performance and identifying trends.
• A customer-focused approach with strong problem-solving abilities.

Desirable Experience

• Experience within logistics, fulfilment, supply chain or e-commerce environments.
• Knowledge of order fulfilment, returns processes and service level agreements (SLAs).
• Experience using Salesforce, WMS or other business reporting systems.
• Understanding of both B2B and direct-to-consumer operations.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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