Company Overview: 

We are a newly founded food processing factory dedicated to delivering highest-quality & organic aqua cultural food products to our customers. With state-of-the-art facilities and a commitment to innovation, we strive to provide nutritious and delicious food options to consumers worldwide.

Job Description:

The Customer Relations Manager will be responsible for building and maintaining positive relationships with our customers, ensuring their satisfaction, and driving business growth through exceptional customer service.

Reporting Line:

Managing Director.

Directly supervises:

Customer service/relations team.

Liaises with:

Production & Quality Assurance/Control Manager, Sales & Marketing Team & Production Team.

Key Responsibilities:

1. Customer Relationship Management:

•    Serve as the primary point of contact for key customers, addressing inquiries, concerns, and requests in a timely and professional manner.
•    Build and maintain strong relationships with customers through regular communication, meetings, and site visits.
•    Anticipate customer needs and proactively address issues to enhance customer satisfaction and loyalty.

2. Order Management:

•    Coordinate order processing and fulfillment, working closely with production, logistics, and sales teams to ensure on-time delivery and accuracy.
•    Monitor order status and resolve any discrepancies or issues that may arise during the order fulfillment process.
•    Communicate with customers regarding order updates, delays, or changes to ensure transparency and manage expectations.

3. Customer Feedback and Quality Assurance:

•    Gather feedback from customers on product quality, service levels, and overall satisfaction.
•    Analyze customer feedback and identify areas for improvement to enhance product offerings and service delivery.
•    Collaborate with internal teams to implement corrective actions and process improvements based on customer feedback.

4. Complaint Resolution:

•    Handle customer complaints and escalations with professionalism and empathy, striving for swift resolution and customer satisfaction.
•    Investigate root causes of customer complaints and implement corrective actions to prevent recurrence.
•    Document and track customer complaints and resolutions to identify trends and opportunities for improvement.

5. Sales Support:

•    Collaborate with the sales team to support customer acquisition and retention efforts.
•    Provide product information, pricing, and promotional support to sales representatives as needed.
•    Participate in sales meetings and presentations to address customer-related questions and concerns.

6. Market Intelligence:

•    Stay informed about industry trends, competitor activities, and market developments that may impact customer satisfaction and business opportunities.
•    Share market insights and customer feedback with internal teams to inform strategic decision-making and product development initiatives.

Personal Attributes:

1. Excellent Communication Skills: Clear, empathetic, and effective communication with customers fosters understanding, trust, and rapport, leading to positive interactions and enhanced customer loyalty.

2. Problem-solving Ability: Proactively identifying and resolving customer issues and concerns demonstrates responsiveness and commitment to customer satisfaction, contributing to a positive customer experience.

3. Empathy: Understanding and empathizing with customers' perspectives and emotions enables customer relations managers to address their needs and concerns with sensitivity and compassion.

4. Patience: Maintaining composure and patience when dealing with challenging or irate customers allows for the effective resolution of issues and the preservation of customer relationships.

5. Adaptability: Being adaptable to different customer preferences, communication styles, and situations helps customer relations managers tailor their approach to meet diverse customer needs effectively.

6. Relationship-building Skills: Building and nurturing long-term relationships with customers through personalized interactions, follow-ups, and proactive engagement enhances customer loyalty and advocacy.

7. Time Management: Prioritizing customer inquiries, requests, and follow-ups ensures timely responses and resolution, maximizing efficiency and customer satisfaction.

8. Product Knowledge: Deep understanding of the company's products or services enables customer relations managers to provide accurate information, address customer inquiries, and offer valuable insights or recommendations.

9. Emotional Intelligence: Recognizing and managing one's own emotions and understanding and influencing the emotions of others enables customer relations managers to navigate challenging situations and maintain positive customer interactions.

10. Accountability: Taking ownership of customer issues and commitments, and following through on resolutions and promises, builds trust and confidence in the company's commitment to customer satisfaction.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or related field; relevant experience may be considered in lieu of formal education.
• Minimum of 3 years of experience in customer relations, account management, or related roles, preferably in the food processing or manufacturing industry.
• Strong interpersonal and communication skills, with the ability to build rapport and credibility with customers and internal stakeholders.
• Excellent problem-solving and conflict resolution abilities, with a customer-centric approach to addressing issues and concerns.
• Proficiency in CRM software and Microsoft Office suite.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.

Benefits:

• Competitive salary structure.
• Health benefits & onsite clinical packages.
• Opportunities for professional development and advancement.
• Collaborative and inclusive work environment.
• Employee discounts on company products.