Customer Care Manager

2 weeks ago

Westmeadows, Victoria, Australia Marel Australia Full time $80,000 - $120,000 per year

The role of the Customer Care Manager (CCM) is to drive high customer experience and satisfaction levels and sales of services, service contracts, spare parts, modifications and upgrades to meet expected targets for revenue & profitability.

The CCM is overall responsible for the relationship and management of the customer and should act as a trusted advisor for the customer and pro-actively work to build and maintain the customer relations. This includes analyzing and delivering performance information, knowledge & advice with recommendations for solutions to the customer's needs and expectations for uptime, performance, reliability and cost of ownership.

The CCM should have a close dialogue with the customer, from site manager to operator and technician, to capture their needs and pain points. These needs are then converted into solution proposals that will be perceived and understood as value adding by the customer. The CCM should know the industry of the customer and be familiar with food industry standards in general, standards for measuring downtime/efficiency and carries sound knowledge of systematic maintenance principles as well as with the solutions Marel can offer.

The CCM develops and conveys solution proposals, including service contracts, service solutions, spare parts packages etc., to the customer that are value adding to the customer and Marel and follow through on the delivery of these solutions.

The CCM work in close collaboration with Customer Support Coordinator (CSC), Spare Parts Coordinator (SPC), Service Contract Coordinator (SCC), Sales (equipment), Service Area Manager (SAM) and Key Account Manager (KAM, if applicable) to ensure the customer is served in the best possible way. The CCM should work proactively with Sales (equipment) to explore opportunities to have contracts, services and/or parts included in the sales of new equipment.

The CCM develops an account plan in collaboration with the Service Business Manager, KAM (if applicable) and SAM and drive execution of the plan. In addition, the CCM supports the Service Business Manager in the development of regional plans.

The CCM plays a key role in keeping all customer data up to date and is responsible for updating and/or validating customer information or any other information that is critical in the customer journey.

A key part of the role of the CCM is to meet with customers, thus the CCM will travel frequently.

What we are looking for:

  • Be the customer advocate and trusted advisor for the customer in their focus market
  • Optimize 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
  • Analyze customer performance and needs, identify opportunities and translate this into proposals of solutions for the customer
  • Work closely together with CSC, SPC, SCC, SAM, SeKAM (if applicable) 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
  • Analyze 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 organization's goals for growth, sales, and profit and efficient service delivery and utilization
  • Monitor customer satisfaction and execute relevant actions and communications
  • Effectively monitor any escalation process for customers
  • Travel frequently within the region, and internationally as and when required.
  • Other duties assigned due to the need of the business
Skills and Abilities
  • Proven sales & negotiation skills
  • 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, Knowledge, and Experience
  • Degree in Engineering and/or Business Administration or similar preferred, Bachelor or Master degree preferred
  • Recognized sales training
  • 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 organization is an advantage

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