Description:
Our well-established client in the mining industry is looking for a Customer Support Manager to join their team
KEY RESPONSIBILITIES:
Business Development
Maintain strong customer relationships (CRM) with the installed base and proactively identify new business opportunities. Promote and market new products and services to existing customers, ensuring alignment with their needs. Monitor and summarise competitor activity at key customer sites, providing insights to strengthen market position.
Contracts Management
Negotiate mutually beneficial spares and service contracts, ensuring long-term business sustainability while aligning with pricing and margin expectations. Communicate and manage price escalations and adjustments for spares, ensuring transparency with customers.
Customer Satisfaction & Performance Tracking
Maintain and update customer satisfaction records related to products and services. Record and resolve customer complaints, ensuring timely and effective closure. Organise and lead technical meetings to address customer concerns and drive service improvements. Continuously measure customer satisfaction and implement initiatives to achieve year-on-year improvements.
Sales & Key Account Management
Maintain an up-to-date database of key customer contacts, documenting their feedback on equipment and services. Track and manage equipment installed at each customer site. Ensure optimal equipment performance through proactive spare parts supply and service support. Educate customers through detailed explanations, training sessions, or demonstrations of products and services. Gather customer operational data and establish equipment benchmarks to optimise service offerings. Obtain customer planning information (e.g., shutdown schedules) to anticipate service and supply needs. Identify and communicate new business opportunities for spare parts, service support, and new equipment, working collaboratively with relevant departments to drive sales and customer satisfaction.
Forecasting & Budgeting
Oversee and manage spares demand forecasts, aligning with new equipment requirements in collaboration with the Customer Support Internal Sales Manager. Prepare and manage the spares sales budget for key customers, ensuring alignment with business objectives.
Internal Operations & Team Development
Maintain accurate and comprehensive customer records to support decision-making and strategic planning. Develop and implement a Key Account Management (KAM) strategy to strengthen customer relationships and drive business g
14 Apr 2025;
from:
gumtree.co.za