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Job Purpose and Impact

The Customer Relations Manager will be responsible to help maintain customer relationships and will serve as an escalation point for service issues and will run analytics for routine operations in the order management process. In this role, you will drive customer focus and achievement of the company sales and revenue objectives by delivering exceptional customer service.

Key Accountabilities

• Manage and provide coaching and training to Customer Service team.
• Cross-Functional Partnership (FSQR, MFG, Commercial Excellence, SMT, Sales / Commercial) in analyzing and crafting solutions in aid to address customer complaints relative to Product Performance, Product Quality, and Service Quality.
• Provide a regular and periodic updates of Voice of the Customer (VOC) performance and trends
• Lead the annual Relative Value Proposition customer survey, analyze areas of improvement, and provide key insights to Market Leadership Team.
• Use broad knowledge of customer service practices and procedures encompassing the facets of Order Placement, Account Clearing, Supply Sourcing, Delivery Execution, Invoicing, Customer Feedback.
• Building and maintaining value-based relationships with key customers.
• Overseeing the relationship with customers handled by Customer Service Management Team
• Resolving customer complaints quickly and efficiently.
• Analyze SCM performance and trends, and connect with respective SCM Section Leads in defining the appropriate corrective measures in improving the Supply Chain Service Reliability
• Regular and Periodic updates to CAN PH Leadership Team
• Understanding key customer individual needs and addressing these into business opportunity.
• Lead in conducting business reviews using CRM programs and methods.
• Knowing the competition and strategizing accordingly.
• Provide input and feedback to define improvement projects and commitments requiring a substantial understanding of customer service practices and procedures.
• Other duties as assigned

Qualifications

MINIMUM QUALIFICATIONS

• Bachelor’s degree in business administration or equivalent SCM / CRM experience
• Minimum of 10 years of related work experience
• Other minimum qualifications may apply

PREFERRED QUALIFICATIONS

• 3 years of Managerial or Senior supervisory level experience

PRIOR BENEFICIAL EXPERIENCES

• Provide support and feedback to define improvement projects and commitments requiring a thorough understanding of customer service practices and procedures/
• Conducting performance management, talent development, succession planning and engagement activities
• Experience leading, advisory and making decisions on major customer service activities for a medium sized team with a large-sized customer base.

KEY BEHAVIORS

• Provide clarity of direction, team delegation, and removing obstacles to get work done.
• Build Strong customer relationships and delivers value-based, customer-centric solutions.
• Develop and deliver multimode communications that convey a clear understanding of the unique needs of different audiences and varying market.