JOB DESCRIPTION
Title
Key Account Manager
Job Purpose
Reports to:
Head of Customer Service
To build and maintain client relationships, both UK and Export, through the
provision of outstanding customer service. To understand, oversee and
ensure the life span of a key account meets the expectations of both the
Customer and KSS and the terms and conditions agreed.
To take
responsibility for the projected and actual profit margin of orders allocated.
Accountabilities
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Client Servicing
Successfully manage allocated client accounts (UK and Export)
Provide day to day customer support and management through accurate, honest and effective
communication
Preparation of estimates and quotations, ensuring a client confirmation of order and/or purchase
order received for all jobs; assisting in the resolution of overdue payments as and when required
Provide scheduled and ad-hoc reporting to clients concerning quotations, pricing, lead times, job
tracking, stock management etc
Identify opportunities to increase services provided to the client in order to maximise account
profitability and customer satisfaction
To fully understand and adhere to business and client specific SLA’s
Visit clients as and when required
Ensure all documents are filed correctly, accessible to those requiring access and that good
housekeeping standards are maintained accordance with company requirements
Ensuring all additional job costs are advised to and authorised by the customer prior to
implementing required changes; maximising opportunities for additional revenue wherever possible
Responsible for ensuring that customer complaints in relation to allocated accounts are dealt with
to a satisfactory resolution and within the stated timescales
Internal Communication & Process
Manage client jobs through the business, utilising internal MIS system to provide accurate and
adequate job instructions to all departments, agreeing schedules and monitoring job progress
To actively participate in regular production meetings, providing appropriate information and
feedback
Scheduling and follow-up of all jobs, including a necessity to understand and evaluate production
timings/requirements in order for all job deadlines to be met
Responsible for identifying and reporting situations that require escalation
Provide timely, effective feedback to the Head of Customer Services and/or Sales Person, of
specific job problems that cannot be internally resolved.
To fully understand and work within the boundaries of agreed procedures
To fully understand and make efficient and effective use of internal systems
To fully understand the end to end print production and manufacturing process in order to advise
and effectively manage customer enquiries.
Actively participate in regular internal and external service level reviews
Gather and provide information for processing and monitoring of customer SLA’s, interdepartmental SLA’s and for departmental and individual KPI’s as required
Be aware of and comply with all Company policies and work procedures, with specific attention to
Quality, Security, Health and Safety
Ensure all Company assets are protected from unauthorised access, disclosure, modification,
destruction and interference
Report security events or potential events which may result in a security risk for the Company
Job Dimensions
Managing key customer contracts (UK and Export) as directed
Document Control
FM-71
Filed
HR
02 – 06/08/09
Confidentiality
Company Confidential
Duration
Duration Of Employment
Archived?
Author
HR Consultant
Disposal by
Page 1 of 2
Disposal Responsibility
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Skills and Competencies
Communications - effective written and oral communications at all levels, internal/external
Teamwork – building & maintaining strong working relationships in all areas of the business
Flexibility – accommodating customer/business demands to meet objectives
Initiative & Drive - self motivated, ability and drive in carrying out day to day activities
Results Orientated – delivering results to meet customer/business objectives
Time Management/Planning – organised, working to demanding timescales
Problem Solving – overcoming objections/problems in a positive and practical manner
Customer Focused – pro-active and service orientated
Concern for Quality – attention to detail, quality orientated
PC Literate – good MS Word, Excel knowledge / Project Management
Commercial Awareness – understands business and customer needs, financially astute
Person Specification – Experience and Personal Attributes
Experience gained in managing a key account/customer service process within a print
organisation, preferably with experience in a security print environment
Able to demonstrate excellent planning and organisational skills specifically in managing external
sales accounts or similar role
Previous experience in managing/supervising customer service/commercial/estimating functions
desirable
Able to work on own initiative and capable of making decisions with minimum of supervision
Assertive and confident with excellent communication skills, able to develop and maintain effective
and co-operative working relationships between customers and company departments
Able to communicate with key decision makers in a professional manner, able to demonstrate a
good understanding and knowledge of the print industry, including print, purchasing and estimating
processes in dealing with customers
Presentable and smart appearance essential
Must be resilient and able to work under pressure and to demanding timescales; willing to work
over and above normal working hours as required in order to meet demands/complete work etc
Accuracy and attention to detail essential
Able to demonstrate good IT skills
Person Specification – Qualifications
Good educational background, ‘A’ level standard essential; graduate with a relevant business
degree preferred
Valid driving licence – able and willing to travel to customer meetings as and when required
Signatures
Employee’s Signature: …………………………………………………………… Date: …………………….
Manager’s Signature: ……………………………………………………………. Date: …………………….
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• The details contained in this job description outline the key accountabilities required in the job and
will be regularly reviewed with the jobholder. The contents are not contractual and may be subject
to change from time to time to reflect business requirements.
Document Control
FM-71
Filed
HR
02 – 06/08/09
Confidentiality
Company Confidential
Duration
Duration Of Employment
Archived?
Author
HR Consultant
Disposal by
Page 2 of 2
Disposal Responsibility