Senior /Customer Relationship Specialist

The Position

This position will be the point of contact to Sales, Business Units, Distributors, key end customers and System Integrators, in providing value added customer solutions through strong collaboration with Supply Chain, Finance and other cross functional support teams within RA.

What Will Success Looks Like

Understanding customer requirements and the best opportunities for productivity in their industry and drive strategic value addition to the supply chain processes and other practices through understanding of RA initiatives. Partner with customers and business partners, bring in Commercial inputs into the supply chain organization and work with Center of Excellence to integrate it in the processes and drive process improvements.

This position will play crucial role in driving productivity and supporting revenue generation by sensing demand and ensuring product availability through active engagement with Sales and Supply Chain.

How You will Achieve Your Goals

• Create & maintain the customer database effectively to understand customer life cycle (i.e. preference, frequency, purchasing pattern…etc.) and share insights for business opportunity and planning.
• Manage the performance of delivery, demand forecast, service quality, customer satisfaction, etc. and lead the cadence review with strategic customers and present it to key stakeholders on regular basis.
• Build up strong partnership with strategic accounts to understand the needs of their end-customers, the productivity of their machines, and their operations to identify the potential opportunities across all touch points to improve the customer experience on supply chain.
• Focus on VOC / customer insights collection and provide in-depth analysis to drive customer centric growth strategies and translate it into actionable recommendations for CRM action/campaign design including membership retention/ loyalty program/ maximize the value of customers, etc.
• Drive collaborative issue to resolution (I2R) in partnership with customers, distributors and sales teams by building interpersonal relationships across multiple business units within the organizations.
• CRM key initiatives management including planning, execution, measurement, reporting and roll-out activities, and strive for excellence to reduce customer efforts and improve organizational effectiveness to meet current and future business needs.
• Leverage the customer intelligence and contribute to the SCM strategy developing across the region encouraging customer retention and customer loyalty
• Establish close connection and strong partnership with our customers and distributors to understand their eco-system, business requirements, and industry know-how by embedded visit on rational basis.
• Leverage the knowledge in supply chain to create SCM solution and present the good reference to approaching customers, and collaborate within all levels of organization to ensure the fulfillment to bring the value to customers.
• Act as Single Point of Contact (SPOC) to the existing strategic customers and responsible to follow up of critical issues from end to end, feedback the quality update, plan the meeting in regular basis, as well as play as a very good resource for customers as a consultant on business process or complex issues to bring value.
• Facilitate the demand planning process and provide the inputs to global/AP team basis the regional insight and strong connection with customers.

Desired Behavior / Competencies

• Proven strong thinker and possess problem solving skills
• Understand the importance of collaboration and aligning the organization to drive the necessary objectives
• Can be an advocate for the customer but balance business requirements
• Must be a passionate self-starter
• Maintain transparency in communication with all stakeholders
• Influence leadership team, cross functional stakeholders, and global organizations

Education / Experience Requirements

Mandatory

• Advanced Excel, Business Data Management, spreadsheet analysis and strong mathematical abilities
• May require travel
• Strong customer management & customer facing experience
• Strong analytical skills with the ability to translate data into high-level analysis
• Excellent interpersonal, verbal and written communication skills.
• SAP work experience is mandatory.
• Experience in or understanding of demand planning or supply chain is advantageous

Desirable

• End customer & Distributor management experience
• Strong analytical skills with a keen eye for detail
• Strong interpersonal and communication skills to interact with cross functional teams
• Knowledge of RA business and distribution model