Roger Mitchell - Customer Contract Manager

Roger Mitchell Profile

Brief overview of the Customer Contract Manager role

Maintain and facilitate internal and external customer relationships to provide excellent customer service.  Build and maintain close working relationships with both my customer accounts, and key personnel within the business, to improve and deliver customer excellence to the level of service offered from Briggs Equipment..

The best thing about working for Briggs

Freedom within the role alongside the mutual trust and respect of colleagues to ensure I am successful.

A normal working day in the role of Customer Contract Manager

Since moving to the northern regional account structure and supporting our Regional customers I have seen a difference in the demands of both national and regional customers. Differing styles and the type of interaction required to support these different accounts.

I have retained 4 National customers which require much more formal and structured review meetings.  Whereas Regional customers are more about having strong working relationships and keeping regular close contact to proactively manage any issues and problems that may arise. The most important part of the role is communication with  my customer contacts, and to help and support the smooth running of each account by working closely with internal departments e.g. Credit Control, Contracts, assets and operations.

Most important thing I have learned whilst working for Briggs

To support and promote Briggs values when dealing with my accounts, either national or regional.

“To do what it says on the tin”. To ensure any commitments are carried out and honoured with either colleagues or customers, and to treat people with respect whatever their position or views.

The most important Briggs value in relation to my role and daily routine

Personal Accountability and Empowerment – I feel my role allows me to make a difference, think like an owner and have the freedom to make high level decisions.  Also being an experienced, respected and valued member of the Northern regional team.