Customer Excellence Executive

Who are we?

WTA Group is an international logistics company, on a fast growth trajectory. We support companies of all sizes and from all industries with their own growth strategies, by supporting their logistics. This includes the importing of materials and the exporting of products internationally.

WTA Group are over 100 years old, and customers and employees both remain loyal to the group with over 50% have worked with us for over ten years. This is evidence that people are at the heart of our business, and our reputation for customer service across the globe is second to none.

Key Role: 12- month Fixed Term Contract (Maternity Cover)

You will have full day to day ownership of your assigned clients and responsible for:

Retaining assigned clients

Maintaining and growing relationships with WTA key clients,

Ringfencing the clients,

Providing exceptional customer service with a proactive mindset.

Driving business growth

Ensuring customer satisfaction.

Customer Excellence Executives require excellent communication and interpersonal skills, strategic thinking, business acumen, and a customer-focused mindset. They should be adept at building relationships, developing and growing the accounts, and managing multiple priorities simultaneously. Additionally an understanding in the proficiency in sales techniques, market analysis, and being proficient in HubSpot is required for the role.

Key Responsibilities

Relationship Management:

Build and maintain strong relationships with our key clients, acting as their main point of contact.

Accompany CEX’s or CED for external Client meetings in order to better understand their business.

Understand their business objectives when it comes to importing and exporting, deciphering their needs and challenges, and provide tailored solutions to meet those requirements.

Identify and open up potential Supply Chain Management and Customs Bureau/Compliance opportunities to share with the sales & marketing team.

Account Development and growth:

Identify opportunities to expand business within existing Customer Excellences.

Contribute ideas to increase revenue, profitability, and market share.

Collaborate with cross-functional teams, such as the pricing and procurement team, to maximise our Customer Excellences growth potential.

Customer Retention:

Focus on customer satisfaction and retention by ensuring high-quality service delivery.

Address any issues or concerns promptly, and work closely with internal teams to resolve customer problems.

Anticipate customer needs and proactively propose value-added solutions.

Client Reporting:

In collaboration with CEX’s prepare and distribute client KPI reports in line with client SLA’s.

Reporting and Analysis:

Track and analyse Customer Excellence metrics, such as revenue, sales performance, customer satisfaction, and market trends.

Generate a monthly report and present an update to the Customer Excellence Director and Head of CEX on account status, progress, and opportunities.

Customer Advocacy:

Act as a customer advocate within the organisation, representing the client's interests and providing feedback to internal teams for continuous improvement.

Consistency and best practice:

Own, develop, and maintain external SOP standards.

Ensure compliance to SOP’s and Service Level Agreements (SLAs) ensuring they remain up to date.

Provide holiday & sickness cover within CEX team.

Report discrepancies or delays to the Client and Overseas Partner as appropriate.

Work within the defined Client credit limit.

Administration (in conjunction with our partner in Manilla):

Complete all order management and tracking information as agreed in the SOP.

Ensure all quotes/costs are complete for operations to bill.

Maintain job costing and profit details for each job.

Upload commercial documents to eDocs/Cargowise.

Load Non-Conformance exceptions to Cargowise where applicable.

Monitor internal KPI reports and attend review meetings when required

Distribute external KPI’s and attend review meetings as required by the client

Set up and maintain auto-rating in Cargowise, wherever possible, for longer term agreements

Log all growth opportunities within HubSpot

Client meeting notes to be logged in HubSpot

Record referrals to sales team (target TBC)

Location: Hybrid with 2 days at our Manchester Head Office.

SKILLS & EXPERIENCE

· Experience in a customer facing role, within the freight forwarding or logistics industry.

· Strong multimodal experience – ocean imports & road freight.

· Account management experience

· Cargowise and Power BI experience desirable

Company Benefits

• Company profit sharing bonus
• Pension 5% contribution
• Life assurance
• Income Protection insurance
• Full training pathway
• Employee Assistance Program
• And many more...

Recruiters and agencies, please do not reach out to us about this post. We will be working with our list of recruiters we already have.