Role Summary/Purpose
The Customer Relation Manager must demonstrate strong leadership with excellent communication
skills that will enable him/her to drive the team to deliver maximum value to customer/s through
his/her experiences and strong technical expertise and management skills.
He/she needs to be able to engage customer/s actively and communicate value regularly to
strengthen customer loyalty such that we are able to maintain long term profitable contracts with
customers.
On top of maintaining customer loyalty, he/she will need to utilize his/her experiences, strong
technical and managerial skill to coach the team so that the service team will be an effective and
efficient team that will deliver a profitable business.
ROLES AND RESPONSIBILITIES
• Support Regional Manager in the supervision and direction of Field Service Technical
Representatives
• Be a champion and leader in implementing service excellence and best in class service.
• Ensure that service excellence is well implemented and reviewed regularly and maintaining a
scoring record.
• Engage customer regularly in business/performance reviews and communicate value to ensure
that we minimally meet customer expectation
• Ensure that customer contracts are renewed every term
• Ensure revenue plan and P&L plan are met for customer/s under his/her management.
• Ensure that we maintain a strong service level and customer loyalty so that we keep competitors
out
• Assist in developing common technical procedures and driving technical solutions
• To manage a team to ensure that contract commitments are met and all KPIs are addressed.
• Assist with setup for new employees and ensure that they are assimilated to their account
efficiently and start to deliver value work.
QUALIFICATIONS
● Minimum Bachelor’s degree in engineering (chemical preferably) from an accredited university
● At least 7 years of customer interface experience and field service experience.
Eligibility Requirements
o Ability to work well under pressure, in a fast-paced environment
o Strong oral and written communication skills
o Strong interpersonal and leadership skills
