Who are we?

Elis is an international textile, hygiene & facilities services business, operating in 29 countries across the globe, delivering a complete textile rental and laundry service. We offer everything from workwear to mats, mops, bed and bath linen, hygiene supplies and pest control services.

With plants and distribution hubs across Ireland, Elis offers an unrivalled level of nationwide service with accredited systems and a commitment to the highest infection control standards. Our, 1400+ workforce, proudly support over 10,000 Irish businesses, delivering quality products and services. Our circular services help clients stay focused on their core business while allowing them to reduce their environmental footprint. 

The Role:

We are currently recruiting for a dedicated, client focused Customer Account Manager. This very exciting role will be based between our sites at Santry and Stillorgan, this role will also involve onsite visits to our customers.

The ideal candidate will have a passion for helping others and drive to provide exceptional customer service. The successful candidate will play a pivotal role in developing & implementing long-term customer relationship strategies which will be focused on growth and retention. They will support our customer service vision to build meaningful long lasting customer relationships.

Customer Account Manager will work in a team of Customer account managers who will all ensure quality of service for their allocated area. Customer Account Manager is responsible to with retain and develop existing customers by managing their customer base. Delivering excellent customer care by focusing on problem prevention and continuous improvement of the customer service experience and distribution operations. The successfully appointed account manager will report into the head of customer service team.

Key Responsibilities: 

Customer Relations:   

• Serve as the main point of contact to customers in your area with the support of the customer service office team.
• Plan own weekly diary, customer visits as needed including pre planned top 20 customer visits.
• Retention and growth in own area through exceptional service standards and knowing your customer.
• Responsible for Renewals and retention of allocated area's customer base.
• Maintain accurate records of customer visits, contract updates, contract renewals.
• Responsible for all account paperwork and ordering process.
• Review debt within area with accounts team reduce debt in own area.
• Generate customer reports where needed and be accountable to Head of customer service on cancellations and reductions in your allocated area.         
• Respond to customer queries in a timely manner. Responsible for quick thinking corrective actions with view to prevention of repeat issues. Report issues to Head of Customer service for review.

Support: 

• Customer support as needed, problem resolution and customer satisfaction.
• Support via on site meetings, monthly check in meetings with top 20, teams calls, email and phone calls as needed depending on customer needs.
• Spot check of customer deliveries and service levels. All issues or suggestions for improvement escalated to head of service and distribution teams.
• Support the greater service team, Distribution team, sales teams develop understanding of products to better service customers and cross sell inhouse business.
• Meeting regularly with other team members to discuss progress and find new ways to improve business.
• Ensure the fulfilment of daily tasks, set objectives and the adherence to procedures.
• Responsible for new garment install and set up of renewal of accounts working with sales team were needed.
• Working closely with colleagues from Production, Stores, sales, procurement and distribution to by follow up on information originating from customer feedback visits.

Managing business activities:                           

• Devise and implement all actions to assure the quality of service, to increase sales and retention.
•  Responsible for the development of commercial interactions (excluding national accounts) with the customer in that region.
• Responsible for driving continuous growth for the Region.
• To support the head of service team and General manager to design appropriate customer feedback reviews.
• Build strong internal relationships to ensure that customer retention is core to all our activities.
• Identify and develop new sales opportunities within the company's existing customer base.

Knowledge and Skills:

• Strong negotiation and customer service skills
• Data collection and analysis skills
• Ability to negotiate strong commercial understanding.
• Proven track record in adding revenue to existing customer base.
• Strong collaboration & influencing skills.
• Good interpersonal and communication skills
• Analytical skills and structured approach
• Verbal and written communication skills
• Ability to work successfully as part of a team

Full B license is required for this role as 80% is based on visiting customers onsite.