Key Account Holder

Key Account Holder

Fishergate, Norwich

Full / Permanent

Do you want to work for a company who

• cares for its employees & customers in equal measure
• is serious about sustainability & the environmental impact of its products & processes
• can provide a long-term future & personal development for those who aspire

If yes, then read on to find out more about the job on offer at Smurfit Kappa.

The Customer Services team based in Norwich are looking for a Key Account Handler. The role of Key Account Handler is to be responsible for the day to day running of a number of our key strategic accounts as our first point of contact. Working proactively to deliver a high level of customer service and enhancing customer relationships to not only manage but to exceed customer expectations will be crucial in the success of this position. The role may require occasional travel as necessary for meetings and reviews.

Key job requirements

Duties include but are not limited to:

• Working proactively to identify, resolve and communicate any service failures or issues.
• Proactive communication and problem solving with other internal departments to support achievement of high-level customer service.
• Manage and deliver reporting of key KPI's.
• Ensuring that the quality and efficiency of service delivered to designated Key Account customers, consistently remains at and exceeds levels that are required for continued business retention - adding value to the business relationship and reducing customer effort.
• Attend review meetings with accounts when necessary.
• Co-ordinate regular conference calls.
• Development of tailored customer service solutions and processes to support goal of becoming indispensable to our customers.

To be successful in this role, candidates will need to be:

• Able to remain calm under extreme pressure.
• Able to manage multiple tasks, prioritise and meet targets.
• Capable of understanding and processing information through various office applications and processes.
• A confident communicator with excellent literacy and numeracy skills.
• Effective team member with good interpersonal skills.
• Able to work using initiative and without constant supervision.
• Honest and acts with integrity and takes responsibility.
• Able to generate ideas and demonstrate a willingness to achieve continuous improvement in service delivery

What's on offer

• 25 days annual leave (plus 8 statutory) as standard
• Contributory pension scheme (plus ad hoc access to independent financial advice)
• Training & development
• Subsidised parking
• Employee Assistance - 24/7 free & confidential support to both you and your family
• Access to on-site mental health and wellbeing support
• Regular health assessments (role dependent)
• Cycle to work scheme

Who are we

We are a market-leading manufacturer of sustainable paper-based packaging. We care deeply about the health, safety and wellbeing of our employees, the communities in which we operate, and the service provided to our customers.

We have an incredibly loyal and capable workforce who we invest time in developing and encourage to reach their full potential; and you too could become a valued member of our 'family'.

We strive to create a fully inclusive working environment where people from all backgrounds are free to be themselves and succeed. We value different perspectives, skills and experiences and welcome applications from all communities.

We are:

• A Disability Confident Employer and guarantee an interview to candidates who meet our essential criteria.
• Open to considering flexible working, such as part-time hours, hybrid working and other flexible options.
• Happy to offer a wide range of Family Friendly policies including emergency time off for dependants and to provide generous maternity, paternity and adoption leave provisions for our valued colleagues.