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  • Job reference: RMS0189823

Key Account Manager

  • Sector: Oil & Gas
  • Location: Gateshead, Tyne and Wear
  • Job type: Permanent
  • Date posted: 26/01/2018
  • Duration: permanent
  • Time left:
    d h m s
    (15/03/18)
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DUTIES & RESPONSIBILITIES:

* Liaise competently, confidently and promptly with your customer accounts, developing an excellent working relationship and attend to their requirements or requests timely, efficiently and diligently ensuring that customers receive the highest level of customer service from all areas of the organisation
* Revenue responsibility for customer accounts reporting increases and future plans of customer accounts - maintain open and constant communication with customers to gain information on their future strategy and communicate back to the key stakeholders for future planning. Highlight any gaps in the product line to the R&D team to establish if they are commercially viable
* Effectively qualify opportunities, offering the customer insight into the available options, to verify that proposals interpret their requirements correctly so that the company is in the best possible position to win any potential business and therefore maximise revenue on the account
* Effectively grow revenue with existing accounts and actively engage in adding new accounts
* Oversee projects for your customer accounts with the support of the Engineer To Order team
* Drive a culture of customer focus by initiating communication with key stakeholders within the site to increase their awareness of the customers' needs and expectations
* Responsible for achieving internal sales KPIs and metrics - increase quotation to order conversion rates, identify reasons for non-conversion (communicate these to internal stakeholders) and make recommendations for improvement to secure future orders
* Monitor and prioritise customer issues, feedback, deadlines, and deliverables and ensure customer issues are handled effectively and quickly, adapting, improving and communicating internal processes as and where necessary
* Acting as main point of contact for all your customer account enquiries, evaluating the customer's requirements, accurately costing the scope of supply with involvement as required by the company, evaluating risk, and ensuring high quality quotations are produced by your team which meet the customers' requirements and adhere to the company's commercial and compliance policies
* Regularly liaise with the Customer Support Manager where necessary to co-ordinate the correct technical and commercial response to the client
* Support effective communications within all areas of manufacturing and supply chain ensuring that relevant information is supplied or received promptly as part of the quotation, order receipt or order execution phase of the process
* Oversee/manage any commercial changes to a quotation or order and communication of the same to the customer
* Review customer enquiries and orders, ensuring that technical and commercial evaluations of the customer's enquiry or order and relevant specifications have been carried out. Complete the contract review highlighting and notifying the involved departments of their input to the order and alerting the Customer Support Manager to any non-standard commercial requirements that may impact the company or create risk.
* Ensure all quotations and orders for your customer accounts are handled in accordance with customer and compliance requirements
* Preparing and issuing of status reports for both internal and external use and holding conference calls, where required
* Customer visits, client office based support and occasional intercompany travel throughout area as and when required
* Promote ISE organisation and values
* Support other departments and carry out other duties as and when business requirements dictate as may be reasonably expected by line manager
* Willing to respond to urgent customer requests for information using company mobile phone or laptop

SKILLS & EXPERIENCE REQUIRED

Strategic
* An exceptional ability to understand, evaluate and apply technical information
* Capable of keeping abreast of an evolving portfolio of products and services
* Able to understand the business needs and drivers
* Delivers solutions and decisions that are effective and constructively impact both NOV and our customer's organisation
* Ability to understand the strategic direction of the business in relation to key customers

Operating
* Adept at exercising good judgement (sometimes with incomplete information) whilst being constrained by tight deadlines
* Able to apportion time effectively to complete tasks
* Be willing to provide colleagues with the information they need to complete their tasks and eliminate roadblocks
* Able to define, work within and improve business processes whilst exercising good judgement based on immediate and future business needs.

Confidence
* Can be counted on to take personal responsibility in challenging situations and be willing to engage in disputes in order to settle them equitably
* Energised by tough challenges and provides direction

Energy
* Will be energised by challenges and drawn towards opportunities

Organisational
* Confident and professional when representing the company in person and in writing
* Aspiring and keen to advance within the organisation

Personal and Interpersonal
* Imbued with a strong sense of customer focus (internal/external)
* Creates a compelling and inspired vision or sense of core purpose and clearly communicates it to internal and external customers
* Committed to self-improvement and development through the role in order to achieve career goals
* Firm and diplomatic when negotiating
* Is known to consistently adhere to ethical principles and expects others to follow suit
* Ability to relate effectively with both executives and operators and communicate goals and progress
* Is flexible and adaptable when facing tough calls


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