Client Account Manager

GVRC on Behalf of Royal Nut Company

Position: Client Account Manager
Salary: $75,000 to 80,000 plus 11.5% super
Hours: 38 hours
Mode: Full time
Location: 19 Rocco Drive, Scoresby, VIC 3179
Experience required: Minimum 2 years’ experience in relevant roles

About Royal Nut Company:

Royal Nut Company is a leading supplier of premium nuts, dried fruits, seeds, and related products, serving over 1500 wholesale clients across various industries. Our mission is to provide high-quality products with exceptional customer service. We are seeking a motivated and experienced Client Account Manager to join our dynamic team and manage key client relationships to support the growth and success of our business.

Tasks and responsibilities included but not limited to

• Develop and maintain strong relationships with wholesale clients to ensure ongoing satisfaction and loyalty.
• Liaise with clients to address queries, resolve issues, and ensure timely delivery of products.
• Act as the main point of contact for client inquiries and feedback.
• Oversee the customer service team to ensure operational efficiency and high standards of service delivery within a call centre environment.
• Provide leadership, direction, and feedback to team members, motivating them to meet service objectives.
• Plan and implement after-sales services to follow up on customer satisfaction, monitor the performance of purchased goods, and suggest improvements to services.
• Develop, review, and update customer relations policies, programs, and procedures to align with company goals.
• Ensure compliance with company standards and improve processes to enhance customer service efficiency.
• Assist with recruitment, training, and performance management of staff within the customer service team.
• Foster a collaborative and positive work environment, encouraging ongoing staff development and engagement.
• Work closely with sales, operations, and logistics teams to ensure that client orders are processed and fulfilled efficiently.
• Collaborate with internal departments to respond to customer needs, including order customization, special requests, and issue resolution.
• Identify opportunities for upselling and cross-selling to existing clients to drive sales growth.
• Monitor client accounts and provide regular reports on performance, potential issues, and growth opportunities.
• Collect and analyze customer feedback to identify areas for improvement in products and services.
• Implement strategies to enhance the overall customer experience and adapt to changing customer expectations.

Qualifications:
• At least 2 years of proven experience in account management, customer service, or a similar role within the wholesale or FMCG industry

Other skills and requirements:
• Strong leadership and team management skills with the ability to motivate and develop staff.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to work collaboratively across departments and manage multiple client accounts effectively.
• Strong organizational skills and attention to detail.