Customer Relations Representative

Do you want to make a difference in the world and contribute to a sustainable future

Your responsibilities:

As a Customer Relations Representative you will:

• Serve as the primary point of contact for supply between FLS and designated strategic customers ensuring all service expectations are met or exceeded.
• Lead frequent onsite meetings with customers to gather feedback present and review KPIs and SLAs identify issues and drive collaborative solutions.
• Actively capture and integrate customer feedback operational insights and performance data into internal demand planning and execution processes.
• Coordinate closely with cross-functional teamsSales Repairs Field Services and Supply Chain highlight gaps in service delivery and drive continuous improvement.
• Act as the glue between customer expectations and internal operations translating insights into tangible performance improvements.
• Maintain contractual obligations and risks and ensure that both parties fulfill their commitments and maximize the value of agreements.
• Drive forecast accuracy by analysing demand trends onsite stock levels customer parts consumption and aligning this data with contractual agreements such as: Forecast Purchase Agreements (FPAs) Consignment Agreements Stocking Agreements.
• Present service metrics and insights to customers during regular reviews ensuring transparency accountability and continuous improvement.
• Contribute to internal operational planning and strategy development by representing the customer perspective.

Key Skills & Competencies

• Relationship Management: Proven ability to build and maintain strong trust-based relationships with stakeholders at all organizational levels.
• Communication: Skilled in capturing documenting and conveying customer insights and requirements both verbally and in writing.
• Analytical Thinking: Capable of interpreting operational and forecast data to improve accuracy and drive performance.
• Cross-Functional Coordination: Ability to align internal stakeholders around customer objectives and manage complex service delivery networks.
• Performance Management: Experience tracking and improving KPIs and SLAs to drive operational excellence.
• Problem Solving: Proactive issue resolution with a customer-centric mindset.
• Presentation Skills: Confidently lead business reviews present findings and recommend improvements to customer leadership and internal teams.
• Industry Knowledge: Understanding mineral processing and mining operations.
• Contracts Management: Oversee agreements with Sales throughout their entire lifecycle from creation and negotiation to execution monitoring and eventual renewal or termination.
  

What you bring:

• Degree in business Engineering Supply Chain Management Contracts Management or related field and or
• 35 years of customer-facing experience in a B2B operational or supply chain role (mining or heavy industry experience preferred).
• Strong proficiency in Microsoft Excel PowerPoint and data visualization/reporting tools.
• Familiarity with PDM ERP and CRM systems

What we offer

As an equal opportunity employer FLSmidth embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all backgrounds and perspectives to apply the more diverse our employees are the stronger our team our commitment to equal opportunity and eliminating bias we kindly request that you exclude personal information such as age ethnicity number of children and photograph from your application materials.
Kindly note that we will be reviewing applications and conducting interviews on an ongoing basis so please apply as soon as possible.
All suitable candidates shall be subject to a personal suitability check which shall include but not be limited to a criminal record check citizenship check qualification verification and employment verification.

About FLSmidth

FLSmidth is the leading supplier of engineering equipment and service solutions to customers in the mining industry for more information please visit applications are to be done via Workday.

We offer all employees access to a dedicated recognition platform empowering you to celebrate achievements share appreciation and stay connected globally.