Customer Relationship Manager

Our client, a leading company internationally in the provision of healthcare logistics & supply chain solutions have an exciting opportunity for a Customer Relationship Manager to join their team in their Shannon office on a full-time permanent basis.

Position Overview:
The ideal candidate will have experience managing customer support teams and developing customer service processes. By overseeing the day to day running of the department, they will be responsible for ensuring that our customers receive excellent service and that their needs are being met in a timely and efficient manner. Additionally, they will be responsible for developing and supporting our customers’ requirements.

Responsibilities:

• Manage customer service team and a portfolio of customers.
• Strategic and supportive partner for key customer while maintaining long term relationships.
• Acquiring a thorough understanding of key customer needs and requirements.
• Serve as the link of communication between key customers and internal teams to ensure an effective alignment model, communications, and reporting cadence.
• Resolve any issues and problems faced by customers and deal with complaints to maintain trust.
• Prepare regular reports which include day-to-day operations metrics and forecasts.
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Maintain up-to-date knowledge of company products and services, as well as industry trends and competitor information.
• Proactively identify opportunities to improve the customer experience and make recommendations to Leadership team.
• Develop strong relationships with customers to build loyalty and repeat business.
• Analyze customer data to identify trends and areas of improvement to contribute to strategy planning.
• Create and implement strategies to increase customer satisfaction and retention.
• Stay abreast of new technology and solutions that can improve customer service delivery.
• Manage projects related to customer service initiatives.
• Work closely with other business functions including Continuous Improvement, PMO and Operations to achieve customer account objectives.
• Conduct regular quality assurance surveys to demonstrate customer satisfaction and use findings to drive continuous improvements.
• Resolve customer queries within agreed SLA’s.

Skills & Qualifications:

• 5+ years’ experience of sales, key account management, or sales management experience within the supply chain / logistics / healthcare management industry.
• Proven ability to develop and implement successful customer solutions strategies.
• Excellent analytical skills and experience using data to drive decision-making.
• Exceptional communication, presentation, and interpersonal skills.
• Impeccable English both written and oral.
• Experience with Microsoft Office tools or equivalent.
• Experience with CRM tools. HubSpot preferable.

Offer:

• Attractive salary
• Health Insurance, Pension and other benefits.
• Opportunities for professional development and advancement.

INDCRG