Customer Relationship Manager

Job Description

Location:

CDE Group, 430 MARTI DR, CLEBURNE TX , UNITED STATES

CDE exists to create our best world through bold engineering in the waste recycling and natural material processing industries. We move forward together, continuously creating to the highest global standards. We are always customer-focused, relentlessly innovating with a single purpose in mind:
To create our best world, a ton at a time.

CDE is the leading provider of wet processing solutions for the materials processing industry. Our equipment has applications across a wide range of materials and is delivering significant efficiencies in construction, demolition and excavation waste recycling (CD&E), sand and aggregates, mining, industrial sands and environmental sectors. Working across five regions globally, CDE has been co-creating with customers for 30 years to deliver collaborative, imaginative and unique processing systems for over 2,000 successful projects.

We empower our customers to transform waste into valuable resources through innovative co-creation, laying the foundations for the circular economy. And we help our customers maximise their natural resources in the most sustainable way possible – with greater efficiency and less waste than ever before.

Our people are genuinely empowered to lead and deliver highly strategic and innovative projects. Elevating our employees is vitally important to us and we do this on both a professional and personal level through providing opportunity and challenge to all and cultivating a culture that values employee wellbeing and fun. Our Platinum status in the world-recognised Deloitte Best Managed Companies Awards, achieved for thirteen consecutive years is testament to this approach.

Our global headquarters and manufacturing centre of excellence are in Northern Ireland, perfectly positioned to serve the UK and Ireland markets. The company also has teams based in USA, Australia and Europe.

Learn more about CDE

Job Purpose

Reporting to the regional Custom Care Manager and working closely with the rest of the Custom Care team, the Customer Relationship Manager (CRM) will be pivotal with developing the optimal working relationship with every customer associated to their territory.

In return, the CRM will strive for all customers to be a Customer for Life with CDE, by ensuring Custom Care is committed to delivering best lead time, quality and value for all customer requirements.

• Act as the Single Point of Contact (SPOC) for multiple customers (as defined within the CRM territory) and to be the go-to person both internally and externally, acting as the conduit between CDE and our customers.
• Generate sales of spare parts, service plans and upgrades through interaction with our customers in the region.
• Be responsible for building our service team presence in the region and selling man/labour hours on site through service plans, PMI’s, breakdowns etc.
• 60%-75% Physical site presence will be required. The CRM will be responsible for creating their own schedules, ensuring all customers receive the number of desired visits during each period. Adherence to the schedule will be monitored and discussed throughout the year with the regional Custom Care Manager.
• Own the customer satisfaction score for their territory. The CRM will be responsible for creating and driving an action plan post any customer surveys, with the aim of improving the overall score where required.
• It will be the responsibility of the CRM to re-engage with CDE customers that are deemed inactive. Where necessary an action plan will be created and implemented to get the customer(s) active again with CDE. Likewise, it will also be the responsibility of the CRM to maintain all active customers.
• Communication will be key! Regular, prompt and constant internal/external communication to ensure all stakeholders are informed of progress, any issues and ensure all parties are aware of their requirements.
• Collaborate internally with the regional Custom Care Manager and Custom Care functional managers to ensure all customer requirements are met, such as parts, service and out of scope project…