Customer Relations Officer

SUMMARY:
Provide support and maintain sustainable relationships with regional customers

POSITION INFO:

• Grade 12 with a Higher Certificate or Diploma in Business Management, Customer Services or Public Relations prerequisite for this role
• Minimum 3 years'' experience in Customer Relationship Management CRM
• Proficient on MS Office, Kerridge/Autoline and other CRM systems
• Knowledge of and experience in the Forklift industry advantageous
• MUST have a Code 08 Drivers Licence

Duties :

• Ability to grow and maintain multi-level relationships with existing and new customers across all industry sectors
• Establish strong relationships with the allocated customer base to ensure that all their expectations are met
• Have monthly  Fleet engagements with customer  and present data  that will assist  them in fleet decision – making and improve their overall operational  efficiencies
• Ability to assist customers by training and supporting customers on the effective utilization of ISITE, FMX, Rapid Response, Lithium Ion with the objective to improve fleet efficiencies for customers  
• Effectively reporting of customer fleet query concerns, to the relevant Department Managers with the objective to ensure that customer query is effectively addressed and closed-out
• Fleet evaluations, to effectively support the Sales and Aftermarket teams with fleet evaluations for replacement programs
• Effective sales handover process with the customer ensuring that brand loyalty is entrenched in the mind of the customer
• Report on all new sales leads to assist in sales conversion and grow market share
• Support Sales and Aftermarket Teams with marketing campaigns for customers
• Foster collaboration with all operational departments to ensure effective customer solutions are put in place to improve overall customer experience and satisfaction levels
• At all times, deliver on Customer expectations and strive towards Customer Service Excellence
• Align and work closely with the Customer Support Administrator for effective and efficient customer results