Corporate Account Manager - Dan Murphy's Online

Summary about this job

Detail information about job Corporate Account Manager - Dan Murphy's Online. Terms and conditions vacancy

Key Relationships

Internal

External

• All Sales and Service Team staff
• Dan Murphy’s Stores/Hub Centre’s
• Business Support
• I.T and E-Commerce
• Marketing and Trading
• Accounts and Finance

• Dan Murphy’s customers
• FSL (Replenishment Team)
• Dan Murphy Pricing Team
• TPC
• Corporate clients

Key Responsibilities

• Being part of a specialised team to ensure corporate, weddings and events customers receive end to end personalised service.
• Handle a range of Customer Service oriented tasks via all channels including; query escalation, delivery enquiries, product related enquiries
• Provide end to end service in an efficient & effective manner ensuring optimum first call resolution
• Continuously build rapport and relations with key business partners to encourage repeat business
• Comprehensive questioning to assist the customer service support navigation
• Drive Customer Sales through upselling and cross selling channels; increasing  basket size and contributing to sales GM/Revenue
• Promote and Execute the Dan Murphy’s brand and loyalty proposition to retain our current customers and build acquisitions
• Manage the sales journey from point of sale through to delivery execution
• Ensure all interactions are handled in a professional and customer centric manner.
• Recommend appropriate types and quantities of beverages for events and weddings
• Liaise with pricing and fulfillment teams to provide accurate quotes to customers
• Adhere to Dan Murphy’s Values, Processes and Procedures and uphold brand advocacy

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Key Challenges

• Ensure that customer needs are met within service level agreements
• Ensure that any follow ups with customers, couriers and vendors are handled in an efficient manner
• Ensure the customer receives the best price based on location, situation and customer value
• The ability to navigate between different interaction types within channels
• The ability to adapt according to customer and interaction type
• Maintain and continue to develop product knowledge
• Manage call flow and customer service in line with business needs
• Maintain knowledge of current offers and issues
• Learning different intricacies within a corporate order
• Ability to manage a number of competing priorities simultaneously
• Managing customer records while maintaining a high degree of data excellence
• Where required, participate in relevant workshops as a subject matter expert

Key Decision Making

•   Identifying customer needs and business needs according to interaction and customer type; up selling, promoting Dan Murphy’s benefits, increasing basket size and maintaining relationships for optimum outcomes.

Key OHS Responsibilities

• Actively participate in health, safety and rehabilitation processes
• Effectively exercise use of occupational Health and Safety
• Participate in incident investigations and preventive actions