Customer Relations Representative

4 days ago


Pretoria, Gauteng, South Africa 827 Saudi Flsmidth Co Full time

Do you want to make a difference in the world and contribute to a sustainable future? We believe we can develop the technology and gain the know-how to make a difference.

It's a big responsibility, and we are committed to making an impactful positive change.

We need your skills, curiosity, and drive for change to fulfill our goal.

Together, we enable our customers to produce the materials and technology needed for a better future. See the FLSmidth difference.

Department

Order Handling & Execution – Middle East & West Africa

Purpose of the Role

Manage the day-to-day contact with our valued customers, developing and retaining customer contacts to build long-term profitable relationships. Prepare proposals and handle the orders by yourself or along with our technical departments, proposal team, procurement, and shipping functions.

Make sure proposals and orders are prepared and submitted in due time as per our KPI's.

Your Responsibilities
  1. Focus on execution excellence, taking ownership of customer experience through proposal and order handling process, enhancing overall customer satisfaction.
  2. Develop and maintain relationships with assigned customer accounts.
  3. Prepare proposals to customers of a technical nature using PST (Proposal Support Tool) in close cooperation with the sales manager, technical support, engineering, logistics, etc., to ensure the technical information, products, and pricing are appropriate and correct for customer's needs.
  4. Collaborate closely with RSLM's & GPLM's (Regional & Global Product Managers) on pricing & technical questions during proposal and order execution.
  5. Ensure that proposal and order handling fulfills our customers' expectations (Response time / Quality / DIFOT).
  6. Place orders, receive and submit order acknowledgments on time.
  7. Handle claims, minimizing potential negative impact towards our customer while keeping our (FLS) direct cost at a minimum.
  8. Create claims in NCR and/or CCR's in INTELEX.
  9. Support the sales teams with sales and pricing history by mastering our BI tools (Business Intelligence).
  10. Ensure Monthly Service Letters are submitted to the customers or site sales bi-weekly/monthly.
  11. Review Monthly Service Letters and follow up with internal functions throughout our supply chain to ensure that parts and services are delivered on time.
  12. Inform the customers in due time if the orders are delayed.
  13. When dealing with sanctioned or embargo countries, ensure compliance with Export control regulations in cooperation with our Trade Compliance Department.
  14. Attend problem-solving meetings with the customers (and Sales).
  15. Follow up on overdue receivables in collaboration with our AR Collection team.
  16. Follow up on open proposals in cooperation with the Sales Managers.
What You Bring

5+ years of experience in techno-commercial proposals. Experience in Engineering/Design/structural knowledge in plant equipment will be an added advantage. English mandatory, Arabic and other languages advantageous.

What We Offer
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