Key Account Support

Major Accounts Support

An exciting new Major Accounts Support opportunity at DX!

This is a great opportunity for someone moving from Inside Sales to Account Management and further

All about you

You will be friendly, hard-working and love the buzz of getting things done. We value team players and here at DX we are committed to providing our people with the technical and personal skills to progress their careers.

About us

We are a leading independent parcel, mail and logistics services company operating throughout the UK and Ireland delivering the important things in life. DX Freight provides next-day or scheduled delivery services for parcels and freight, as well as comprehensive logistics solutions, including warehouse management and the operation of customer-liveried vehicles. Our brand is what we do every day and our values set the tone for how we want our colleagues to go about their business of delivering the Delivered Exactly promise.

What will it feel like to be part of our team?

At DX, we know our people are our foundation of success. We are passionate about your career progression with us. We strive to develop and promote from within whenever we can, so if you want to develop your career DX will provide the training and the opportunities!

Role summary:

The Major Accounts Support will ensure specified major customers receive outstanding service and support in every aspect.

Key responsibilities

• To manage customer relationships by engaging in personal ownership of customers with the support from your Line Manager.
• Track performance of accounts, opportunity and scope to build and maintain customer relations.
• First escalation point for major accounts using the Document Exchange service.
• Working with the Customer Service and Membership Service teams to manage all new DX boxes and Exchanges, DX box and exchange closures and redirections.
• Maintain weekly customer specific service reports.
• Liaise with DX depots to improve collection and delivery performance and tracked service.
• Complete formal service complaints reports.
• Ensure all customer service enquiries have been responded to within SLA.
• Maintain contact database for government, ensuring JDE and Workbooks are up to date with this detail.
• Provide regular, accurate and timely feedback to the investigations process.
• Liaise with other departments within DX Express including Security, depots and couriers to seek effective resolution to customer issues.
• Cross sell all appropriate services (TMS, TSS, DX2U, etc.).
• Proactively support end users, ensuring correct services are selected and addressing formats are compliant.
• Provide customer training on DX services and Despatch tools when needed.
• Carry out any other reasonable duties requested by your Line Manager or the business.

Personal Specifications

• Professional attitude.
• Flexible and dynamic work ethic.
• Drive to succeed.
• Committed to personal development.
• A questioning mind.
• Negotiating skills.
• Team worker.
• Ability to organize self and others.

Benefits:

• Competitive Rates of Pay
• Holidays: 20 days increasing with length of service + bank holidays
• Long Service Recognition scheme
• Enhanced Maternity & Paternity
• Company Pension Scheme
• Life Assurance
• Employee Assistance programme including 24/7 Virtual GP
• DX Discounts Portal
• Excellent opportunities for career progression and more