Customer Relations Manager

2 weeks ago

Phoenix, United States NaumannHobbs Material Handling Corporation Full time
Job Description:

We are seeking a dedicated and experienced Customer Relations Manager to join our team. The ideal candidate will have a strong background in customer service, relationship management, and problem-solving, with a focus on delivering exceptional experiences to our customers. As a Customer Relations Manager, you will be responsible for building and maintaining positive relationships with our clients, addressing their concerns, and ensuring their satisfaction with our services.

Key Responsibilities:

  • Meet face to face with clients and customers. This is a client facing type of role. Serve as the primary point of contact for customer inquiries, feedback, and complaints, demonstrating empathy, professionalism, and a commitment to resolving issues to the customer's satisfaction.
  • Build and maintain strong relationships with key customers, understanding their needs, preferences, and expectations, and proactively addressing any issues or concerns that may arise.
  • Collaborate with internal departments, including sales, technical services, and operations, to ensure timely and effective resolution of customer issues and requests.
  • Conduct regular follow-up with customers to gather feedback on their experiences, identify areas for improvement, and implement corrective actions as needed.
  • Develop and implement strategies to enhance the overall customer experience, including implementing customer satisfaction surveys, loyalty programs, or other initiatives to drive customer retention and loyalty.
  • Monitor customer satisfaction metrics, such as customer satisfaction scores, and track trends over time to identify opportunities for improvement.
  • Analyze customer data and generate reports on customer feedback, trends, and insights for management review and decision-making.
  • Stay updated on industry trends, market dynamics, and competitor activities to identify potential threats or opportunities and adjust strategies accordingly.
  • Represent the company at industry events, trade shows, or customer meetings to promote our products and services and build relationships with key stakeholders.
  • Foster a customer-centric culture within the organization, emphasizing the importance of putting the customer first and delivering value at every touchpoint.
Requirements:
  • Bachelor's degree preferred.
  • Minimum of 5 years of experience in customer relations or customer service management, preferably in the mechanical repair or automotive industry.
  • Strong interpersonal and communication skills, with the ability to effectively interact with customers, colleagues, and stakeholders at all levels.
  • Proven problem-solving abilities and the ability to handle difficult or sensitive customer situations with tact and diplomacy.
  • Excellent organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • A customer-centric mindset with a passion for delivering exceptional service and exceeding customer expectations.
  • Flexibility to adapt to changing priorities and business needs in a dynamic work environment.

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