Customer Relationship Manager
About CDE
CDE exists to create our best world through bold engineering in the waste recycling and natural material processing industries. We move forward together, continuously creating to the highest global standards. We are always customer-focused, relentlessly innovating with a single purpose in mind:
To create our best world, a ton at a time.
CDE is the leading provider of wet processing solutions for the materials processing industry. Our equipment has applications across a wide range of materials and is delivering significant efficiencies in construction, demolition and excavation waste recycling (CD&E), sand and aggregates, mining, industrial sands and environmental sectors. Working across five regions globally, CDE has been co-creating with customers for 30 years to deliver collaborative, imaginative and unique processing systems for over 2,000 successful projects.
We empower our customers to transform waste into valuable resources through innovative co-creation, laying the foundations for the circular economy. And we help our customers maximise their natural resources in the most sustainable way possible – with greater efficiency and less waste than ever before.
Our people are genuinely empowered to lead and deliver highly strategic and innovative projects. Elevating our employees is vitally important to us and we do this on both a professional and personal level through providing opportunity and challenge to all and cultivating a culture that values employee wellbeing and fun. Our Platinum status in the world-recognised Deloitte Best Managed Companies Awards, achieved for thirteen consecutive years is testament to this approach.
Our global headquarters and manufacturing centre of excellence are in Northern Ireland, perfectly positioned to serve the UK and Ireland markets. The company also has teams based in USA, Australia and Europe.
Learn more about CDE www.cdegroup.com
About the role
Job Purpose
Reporting to the regional CustomCare Manager and working closely with the rest of the CustomCare team, the Customer Relationship Manager (CRM) will be pivotal with developing the optimal working relationship with every customer associated to their territory.
In return, the CRM will strive for all customers to be a Customer for Life with CDE, by ensuring CustomCare is committed to delivering best lead time, quality and value for all customer requirements.
Responsibilities
· Act as the Single Point of Contact (SPOC) for multiple customers (as defined within the CRM territory) and to be the go-to person both internally and externally, acting as the conduit between CDE and our customers.
· Generate sales of spare parts, service plans and upgrades through interaction with our customers in the region.
· Be responsible for building our service team presence in the region and selling man/labour hours on site through service plans, PMI’s, breakdowns etc..
· 60%-75% Physical site presence will be required. The CRM will be responsible for creating their own schedules, ensuring all customers receive the number of desired visits during each period. Adherence to the schedule will be monitored and discussed throughout the year with the regional CustomCare Manager.
· Own the customer satisfaction score for their territory. The CRM will be responsible for creating and driving an action plan post any customer surveys, with the aim of improving the overall score where required.
· It will be the responsibility of the CRM to re-engage with CDE customers that are deemed inactive. Where necessary an action plan will be created and implemented to get the customer(s) active again with CDE. Likewise, it will also be the responsibility of the CRM to maintain all active customers.
· Communication will be key! Regular, prompt and constant internal/external communication to ensure all stakeholders are informed of progress, any issues and ensure all parties are aware of their requirements.
· Collaborate internally with the regional CustomCare Manager and CustomCare functional managers to ensure all customer requirements are met, such as parts, service and out of scope project solutions.
· Provide customer feedback to internal colleagues and stakeholders. Feedback is to be open, honest and constructive with the aim of providing sufficient detail for driving improvement or for praise. The CRM will be the eyes and ears on the ground, being exposed to a wide range of intel, so it’s essential this is fed back internally.
· Will be the most knowledgeable person within CDE with regards to understanding their customer’s business model, material throughput, plant, equipment and overall operations.
· Naturally listens for and understands any Capital Sales opportunities, where the CRM communicates these to the Business Development team.
· Responsible for the On-Boarding process of new customers/projects into the defined the territory, which will include the management of IFS milestones and the offering of a tailored service plan.
· The CRM will follow up with any enquires within their territory that may not be directly related to CDE’s core business but may lead to a commercial opportunity.
· Fully embrace the use of IFS and ensure all requirements are actioned promptly.
· Ensure full compliance to our H & S Management system at all times.
NB. this job description is not exhaustive as other duties may be required to fulfil the requirements of the role.
What you will need
Required criteria
- ONC/HNC/HND
- 5 GCSE’s grade A-C
- Extensive experience of working in the Quarry/Environmental Industry
- Basic H & S qualification for site works
- Experience in MS Office particularly Outlook, Word, Power Point and Excel
- Good commercial understanding of the aftercare business with a track record in selling.
- Good planning and organizing skills
- Effective communicator- verbally and through reports
- Clean current driving license
- Willing to undertake extensive daily travel
Desired criteria
- Engineering degree
- Chartered engineer
- Has experience of Project Management
- Fully conversant with all Health and Safety regulations
- Strong understanding of aggregate washing processes' into the desirables.
- Language skills.
Professional skills you’ll need for this job opportunity
Decision Making
Communication
Verbal and Written Skills
CDE Group
WE ARE CDE. ENGINEERED FOR YOU We empower our customers to transform waste into valuable resources through innovative co-creation, laying the foundations for the circular economy. We help our customers maximise their natural resources in the most sustainable way possible – with greater efficiency and less waste than ever before. Our unparalleled speed and scale are down to our proximity to our customers and our deep understanding of their challenges. Our track record of proven solutions consistently meets our customers’ needs precisely, operating in challenging environments from the Arctic to the Equator. Wet processing is our sole focus –our experience and expertise is unmatched in this field. Every day, in everything we do, we strive to do it right. We want to be the best at what we do and deliver the maximum benefit for our customers. We pull together, as a team, in pursuit of this common cause. Our “Customer for Life” mentality fortifies each of our projects, with CDE engineers delivering continuous, limitless support.
We recognise that it is our people that have established CDE as market leader in developing solutions for the wet processing industry both within natural materials processing and waste recycling sectors. OUR PURPOSE IS TO CREATE OUR BEST WORLD, A TON AT A TIME. To do that, we must continue to build our global team by adding the most ambitious, driven and talented people. We will challenge you, elevate you and broaden your horizons. We will help you to be the best you can be both personally and professionally. We are renowned for our energy and can do attitude…. and at times seemingly delivering the impossible. We also know that all the will in the world won’t take us anywhere unless we work together. And we like to have fun together - life’s too short and we spend most of it at work. If we lose the power to laugh, we lose the power to think. We will continue to add the most dynamic, ambitious and talented individuals to the CDE team.