Our clients come under two categories. There are those that outsource their order fulfilment through our own expanding network of warehouses, and those who manage their fulfilment from their own storage centres by using our unique order processing software. Our Account Managers look after the latter. As part of our six-point Promise, we offer tailored solutions to all our customers, as the features of our platform grow alongside their business. Life for a fulfilmentcrowd Account Manager therefore includes plenty of direct contact with the extensive portion of our client base that use their own version of a system specifically customised to their needs.
Out and about
Our Account Managers are experts at organisation. Taking care of around 30 clients each, they split their time between our fulfilmentcrowd HQ and our customers’ own sites; a physical look at their bespoke system allows a better understanding of any change requests needed. Our account managers also undergo monthly phone calls with our customers, where they organise new support jobs or provide status updates of any jobs we are already working on. Operating with conducts of fairness and transparency, we believe it is vital to keep our clients in the loop. Contact reports are drafted and logged, while new tasks off the back of our clients’ requests are managed within our software’s unique administration system. All these measures make sure that our Account Managers stay on top of things to offer the best possible customer service.
How do our account managers work with the wider team?
Upon our clients submitting support requests, either through our platform or a direct phone call, it is then over to our Account Managers to ensure they are passed to right people. Weekly tasks include scheduling the sprints for our Customer Development Team, or, if the issue is more technical, across to our Programming Team for an estimate. Knowing first-hand the urgency across different tasks, our Account Managers are the best people for the job. After liaising with our support team to agree atimeline, they go back to their designated clients with a quote of pre-paid support hours.
What do our Account Managers think?
We asked our lovely Account Manager, Michelle, her favourite thing about working for fulfilmentcrowd. She replied that she loves working alongside our clients, ensuring that our solutions fit their businesses perfectly. Seeing the success of a project going live makes her happiest.
by Liz Churm on 24/08/2018