Manager: Customer Relationship Management

Introduction

Komatsu South Africa invites applications for an experienced Customer Relationship Manager to join the Remanufacturing department in Germiston. This role is pivotal in driving customer satisfaction, business growth, and operational excellence within the remanufactured components business.

Role summary

Key responsibilities

• Component forecasting: Lead demand forecasting for remanufactured components, collaborating with branches and end users to ensure accurate forecasts for both new and returned components.
• Customer-facing solutioning: In collaboration with the Supply Chain and Production manager develop and implement solutions for remanufactured offerings and post sale services
• Customer queries & resolutions: Serve as the escalation point for all customer issues related to remanufactured products, ensuring rapid resolution and customer satisfaction, including warranty and quality concerns in collaboration with the quality assurance manager. Implement customer query ticketing system
• Business development & sales tracking: Drive business development strategies to expand the remanufactured components market, identify new opportunities, and track sales performance.
• Reporting & process improvement: Monitor and report on sales, customer satisfaction, and retention metrics. Propose and implement process improvements to enhance customer experience and operational efficiency.

Additional duties

• Develop proactive strategies to achieve sales and cost management activities with respect to end-users.
• Develop Reman Customer Relationship policies and procedures in conjunction with leadership.
• Develop dashboards for KPI measurement in conjunction with Business Improvement Manager.
• Perform data analytics to uncover trends, gather continuous improvement feedback at all levels, facilitate problem resolution
• Participate in marketing and sales events specific to remanufactured components.
• Monitor risk factors and trends in customer and product/service demand.
• Draft and present management reports, trends, and project plans related to remanufactured components business development and sales opportunities

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