MarelCustomer Care Manager Montevideo, Departamento de Montevideo

Main Tasks

• Be the customer advocate and trusted advisor for the customer in his 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, services and contracts
• Analyze customer performance and needs, identify opportunities and translate this into proposals of solutions for the customer
• Work closely together with CSC, SPC, SAM, KAM (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 customer
• Support development of regional operational plan
• Analyze customer data, technical market data 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 and 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

• Analytic and result driven

Education, Knowledge, and Experience

• Bachelor or Master’s Degree in Engineering, Business Administration or similar preferred
• Excellent written and spoken English
• Recognized sales training
• Analytical, organized, goal oriented
• At least two years’ experience with sales of services or capital goods or similar experience, preferably from the industry
• Experience with and comfort working in multi-cultural, multi-discipline organization is an advantage