Contracts Account Manager

Position Summary

As the Contracts Account Manager, you will report directly to the Contracts Manager and indirectly to the State Manager. You are responsible for managing the contract accounts and Home Delivery Service (HDS), including maintaining and developing relationships with key stakeholders and offering operational solutions, where possible.  You must also maintain the revenue targets set by your manager and work to identify growth opportunities within the contract’s portfolio. You must ensure the Company and the clients comply with their contractual obligations at all times and address any client issues without delay.

1.    Key Responsibilities and Task List

1.1    Key Performance indicators (KPI):

• Ensure you meet the results and activity targets set by your Manager and outlined in Appendix A of this position description. 

1.2    ACCOUNT MANAGEMENT AND OPERATIONAL Support

• Effectively retain and develop existing clients in the contracts portfolio. All proactive communication with clients in your portfolio should be conducted via landline phone, email and face to face meetings.
• Act as the first point of contact for all contract clients including being an escalation point for any operational or service issues.
• Obtain and analyse client feedback and identifying any areas that require additional training or development. You must liaise with the relevant Departments and personnel within the business to identify and implement solutions to any reasonable client operational concerns.
• You will be required to maintain regular contact with all contracts clients including making account management phone calls, predominately from your landline to ensure the service level is consistently met. You must liaise with your Manager to determine the contact requirements of each client.
• You must visit all permanent vehicle placement clients on a monthly basis  for the purposes of:
  • Building client relationships; and
  • Developing opportunities for increased work and/or business referrals
• Liaise between the client, end customer and sub-contractor to address and resolve the issue within 24 hours of receipt. Where this is not possible due to the nature of the issue, you are to provide a reasonable timeframe to the relevant party involved and ensure that you resolve the issue within this agreed timeframe.
• Manage customers and the services we provide in line with the obligations outlined in Service Level Agreements, or as expressly advised by the customer.
• Assist in the creation and facilitation of sub-contractor toolbox meetings for customers in your portfolio. You must upload all meeting minutes and any other relevant documentation to Sharepoint.
• You must inform yourself of the goods and associated tasks involved in providing transport services to potential and existing customers. You are required to identify and control known risks, such as:
  • Hazardous manual handling;
  • Dangerous goods;
  • The requirement for the use of specialised vehicles or equipment, and associated compliance requirements;
  • Deliveries of commercial quantities to residential premises;
  • Deliveries to high risk environments; and
  • High risk tasks that require bespoke process design.

You must liaise with the National Work Health and Safety Manager to ensure the work can be performed in a manner that is safe and does not expose our sub-contractors (or people generally) to a situation or environment that poses a risk to their health and safety.

• Progress any brick-walling initiatives and/or any relevant associated documentation.
• Identify opportunities within your portfolio and regain lost business as well as develop existing business.  You are also required to source new business opportunities outside these portfolios.

1.3    Administration

• Update the ‘Complaints and Damages’ register located on the SharePoint on a weekly basis ensuring that you record the client name, client code, state, job number, date of job, name of the complainant, nature of the complaint, job charge, job pay and progress. You must follow up the progress on any open damage claims and ensure that you update the ‘Complaints and Damages’ register accordingly.
• You must go through the no business list received from the Administration Department and use existing relationships to ensure payment of outstanding monies.
• You may be required to assist the Contracts Manager and Contracts Coordinator with scheduling sub-contractor daily runs based on the most efficient route, and liaise between the clients’ operations team and the sub-contractor to ensure all deliveries are completed within the agreed timeframes.
• Analyse Threshold Reports (i.e. Daily Transactional Analysis Report) each morning from the TMS for the purpose of proactively monitoring accounts in your portfolio. You must review customer trading patterns to identify if an account is of concern (i.e. lost/down-trading) and contact the client where required.
• Maintain a pipeline of new business, regains and development opportunities which may be obtained through referrals from existing clients, cold calling, eyeballing etc.  This must be recorded and maintained in the Opportunities section of the CRM.
• Escalate all client proposed modifications to our credit application terms and conditions, and client contracts, to the Risk and Human Resources Department without delay.
• Produce and/or work on any upcoming proposals for new customers.
• Review trade and/or market publications relevant to your clients’ industry; in addition, do the same for any prospective customers to ensure you’re across their key drivers and rise/fall externalities.

1.4    General Responsibilities

• Ensure proper use of the CRM system at all times by inserting information that is legitimate, detailed and relevant, including:
  • Documenting and saving all communication and administrative work (e.g. credit adjustment, rate adjustments, etc.) associated with managing prospective and existing clients;
  • Ensuring all appointments, follow up phone calls, emails and tasks are being tracked in CRM before going out on the road;
  • Ensuring that all information in the CRM and the Transport Management System (“TMS”) is current and up to date.  If more than one account exists in the CRM or the TMS the Account Manager is to inform their Manager immediately; and
  • Recording all relevant information in the CRM, detailing a history of communication and activity for all clients
• Meet with your Manager as requested providing them with a de-brief of on road activities tracked via CRM
• Ensure you are logged into the phone system and be available to accept overflow calls from the Customer Service Department. You are to only use the “Make Busy” telephone option for breaks and for the purpose of completing work-related tasks
• You may be required to perform courier deliveries between November and January and assist the customer service department in taking client bookings throughout the year.
• Ensure all clients’ expectations are met in terms of time and quality in the delivery of our services.
• Effectively communicate with colleagues and clients.
• Advocate co-operation with both intra and inter Departments.
• Ensure that your written and verbal communication with clients, colleagues and sub-contractors is always professional and courteous.
• Attend one on one meetings with your Manager as required.
• Perform any reasonable tasks requested by your Manager.
• Notify your Manager if you require additional training as soon as practicable.
• Ensure you use work time and resources for work activities, through limiting personal phone calls, internet browsing and mobile phone usage.
• Ensure compliance with Capital Group’s Company Policies at all times.
• Ensure compliance with the Work and Safety (WH&S) responsibilities as outlined in section 3.

2.   Work Health and Safety (WH&S) Responsibilities

All staff are responsible for the following safe work procedures and instructions:

2.1    Employees must

• Cooperate with the Capital Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation;
• Undertake all relevant training to carry out your responsibilities in line with CG’s policies and procedures and legislative requirements;
• Perform their roles effectively to manage Chain of Responsibility (COR) risks, and ensure their actions or inactions do not cause or contribute to road safety breaches, specifically with regards to:
  • Load Restraint;
  • Mass and Dimension;
  • Fatigue;
  • Speed; and
  • Vehicle Standards. 
• Ensure that any potential or actual breaches of CG policies and procedures are reported immediately to their Manager;
• Take reasonable care for their own health and safety and the health and safety of other people who may be affected by their conduct in the workplace; and
• Not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.

2.2    Supervisors are responsible for

• Providing adequate supervision through technical guidance, training and support to ensure employees carry out their responsibilities in line with CG’s policies and procedures and legislative requirements;
• Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures and escalating to the Manager and relevant key stakeholders;
• Assisting with any efforts undertaken by the Capital Group to implement initiatives and corrective actions to comply with WH&S and National Heavy Vehicle legislation;

2.3    Managers and Section Heads are responsible for

• Ensuring information, training, instruction and supervision is provided to all employees at the point of induction, and cyclically thereafter, so that they can effectively perform their roles and responsibilities in accordance with CG policies and procedures, and legislative requirements;
• Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures;
• Monitoring internal and external processes to identify risks to the business and developing suitable control measures;
• Identifying and investigating any potential or actual breaches, notifying and consulting with the relevant key stakeholders, implementing corrective actions required for compliance without delay, and ensuring appropriate records are maintained.