Customer Care Manager

11 hours ago

Murarrie, Queensland, Australia Marel Australia Full time $90,000 - $120,000 per year

As a Customer Care Manager (CCM) for our Prepared Foods (PF) division, you will be the driving force in elevating customer experience and satisfaction. Your responsibilities include building and maintaining strong client relationships, acting as a trusted advisor, and delivering tailored solutions that meet their needs. Collaborate with cross-functional teams to provide exceptional service and develop comprehensive proposals, including service contracts and spare parts packages. Your deep understanding of food industry standards and maintenance principles will be integral to your success. Additionally, you will manage and update critical customer data, supporting a seamless journey. This role involves frequent travel to engage with customers directly, ensuring you contribute significantly to achieving revenue and profitability targets.

Main tasks include:

  • Be the customer advocate and trusted advisor for the PF customer in their focus market
  • Optimise customer relationships by building trust through frequent customer visits and communications
  • Meet the agreed financial targets effectively and efficiently through proactive sales of parts, service solutions and service agreements
  • Analyse customer performance and needs, identify opportunities and translate this into proposals of solutions for the customer
  • Work closely together with internal coordinators and Sales (equipment) to manage the business with the customer and drive customer satisfaction
  • Facilitates good relationships with industries and product experts and drives cross border synergies
  • Draw up the tactical and operational plans for the customers
  • Support development of regional operational plan
  • Analyse customer, market and competitor data and translate this information into valuable feedback for the service organization and other relevant functions within Marel
  • Manage and maintain pipeline of opportunities, their status, and follow up activities, as it relates to customers
  • Maintain strong customer focus to ensure outstanding customer experience, thus securing the organisation's goals for growth, sales, and profit and efficient service delivery and utilisation
  • Monitor customer satisfaction and execute relevant actions and communications
  • Travel frequently within the region, and internationally as and when required.

What we are looking for:

  • Proven sales & negotiation skills (food industry experience and knowledge will be highly regarded)
  • Excellent communication skills and ability to work in a multi-discipline team environment
  • A naturally outgoing individual with a profound ability to interact with customers and teams alike.
  • A sound knowledge of systematic maintenance principles and how they are translated into value adding service solutions
  • Ability to build lasting relationships with the clients.
  • Understanding of customer experience scores, and be able to translate that into feedback to the organization and react accordingly
  • A customer and service minded self-starting individual, who can manage time effectively and achieve agreed goals.
  • Analytical, organized, goal oriented

Education and knowledge required:

  • Degree in Engineering and/or Business Administration or similar preferred, bachelor's or master's degree preferred
  • Recognised sales of services or capital goods, with minimum experience in this or similar position (2 years). Preferably experience from the industry
  • Excellent English skills, both written and verbal
  • Experience with and comfort working in a multi-cultural, multi-discipline organisation is an advantage

Join us to make a significant impact on customer satisfaction and business growth

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