Customer Relations Executive

Purpose

The CRE - Customer Relationship Executive is responsible for managing customer relationships as the first point of contact, ensuring exceptional service and seamless communication between customers and internal teams. This role requires a strong understanding of customer contracts, service level agreements (SLAs), and operational processes to address customer inquiries, coordinate request implementations, and drive service excellence. 

Key Missions

Customer Relationship Management 

• Act as the primary point of contact for customers, addressing inquiries, service requests, and concerns in a timely and professional manner. 
• Develop and maintain strong relationships with customers, ensuring satisfaction and alignment with contractual obligations. 
• Proactively communicate with customers regarding service updates, issue resolutions, and process improvements. 
• Escalate complex customer concerns to the appropriate internal teams while ensuring follow-up and resolution. 

Contract & SLA Management 

• Interpret and apply customer contracts to ensure service delivery aligns with agreed terms and conditions. 
• Monitor and enforce SLA commitments, proactively addressing potential risks to prevent service breaches. 
• Work closely with internal teams to ensure contractually obligated services are delivered accurately and efficiently. 
• Support contract renewal discussions by providing insights on customer needs and service performance. 

Service Request Coordination & Implementation 

• Receive, assess, and document customer service requests, ensuring proper validation and alignment with contractual obligations. 
• Coordinate with Service Center, Operations, and IT teams to implement customer-driven changes efficiently. 
• Track service requests from initiation to completion, ensuring timely execution and customer satisfaction. 
• Provide customers with status updates and proactively manage expectations. 

Issue Resolution & Escalation Management 

• Identify and resolve customer issues by coordinating with internal teams and leveraging available resources. 
• Monitor critical service issues, ensuring timely escalation and resolution to minimize customer impact. 
• Maintain a detailed record of reported issues and resolutions for continuous improvement. 

Reporting & Performance Tracking 

• Generate and deliver customer reports, ensuring accuracy and alignment with reporting requirements. 
• Track service performance metrics, analyzing trends to recommend improvements in customer experience. 
• Maintain detailed records of interactions, service requests, and escalations to support internal reporting and audits. 

Process Improvement & Collaboration 

• Work closely with internal teams to identify process improvements that enhance the customer experience. 
• Contribute to internal projects aimed at optimizing service delivery and operational efficiency. 
• Share customer feedback with internal teams to drive enhancements in products and services. 

Profile & Other Information

•    Minimum Associate's Degree, Bachelors's Degree preferred
•    5+ years of relevant work experience in B2B customer-facing roles in Customer Experience or Account Management role
•    Ability to understand and interpret customer contracts and SLAs. 
•    Excellent communication and coordination abilities. 
•    Problem-solving mindset with the ability to handle service requests and issue escalations. 
•    Strong organizational skills with attention to detail. 
•    Experience working in manufacturing operations settings, customer experience, or contract management 
•    Identify and collaborate on opportunities and strategies with Sales teams 
•    Strong Excel, Salesforce, Jira and D365 skills is a plus