Job Title: Manager: Customer Relationship Management
Company: Komatsu South Africa
Division: Head Office
Location: H.O. Reman
Reference Number: 7897
Grading: D3
EE Position
Introduction
Komatsu South Africa invites applications for an experienced Customer Relationship Manager to join the Remanufacturing department in Germiston. This role is pivotal in driving customer satisfaction, business growth, and operational excellence within the remanufactured components business.
Qualifications
- Bachelor of Commerce Honours (NQF 8) (Essential)
- Marketing Diploma (advantage)
Experience
- A minimum of 8 years’ experience in customer relationship management in a large-scale manufacturing/engineering/earthmoving/automotive environment.
- At least 3 years in a leadership role
- Other Requirements
- Valid driver’s license (Essential)
- Microsoft Excel (Advanced)
- Microsoft Word and PowerPoint (Intermediate)
- SAP proficiency (Advanced)
- Knowledge of ISO standards
- Six Sigma methodology knowledge
Role summary
Key responsibilities
Component forecasting: Lead demand forecasting for remanufactured components, collaborating with branches and end users to ensure accurate forecasts for both new and returned components.
Customer-facing solutioning: In collaboration with the Supply Chain and Production manager develop and implement solutions for remanufactured offerings and post sale services
Customer queries & resolutions: Serve as the escalation point for all customer issues related to remanufactured products, ensuring rapid resolution and customer satisfaction, including warranty and quality concerns in collaboration with the quality assurance manager. Implement customer query ticketing system
Business development & sales tracking: Drive business development strategies to expand the remanufactured components market, identify new opportunities, and track sales performance.
Reporting & process improvement: Monitor and report on sales, customer satisfaction, and retention metrics. Propose and implement process improvements to enhance customer experience and operational efficiency.
Additional duties
- Develop proactive strategies to achieve sales and cost management activities with respect to end-users.
- Develop Reman Customer Relationship policies and procedures in conjunction with leadership.
- Develop dashboards for KPI measurement in conjunction with Business Improvement Manager.
- Perform data analytics to uncover trends, gather continuous improvement feedback at all levels, facilitate problem resolution
- Participate in marketing and sales events specific to remanufactured components.
- Monitor risk factors and trends in customer and product/service demand.
- Draft and present management reports, trends, and project plans related to remanufactured components business development and sales opportunities
In accordance with the Employment Equity Act (EEA) of 1998, Komatsu is committed to the principles of employment equity and fair labor practices. We welcome applications from all qualified candidates, irrespective of race, gender, disability, age, religion, sexual orientation, or any other ground prohibited by law. We may consider designated groups as per the EEA in our selection process to ensure a diverse and representative workforce, but all applications will be assessed based on qualifications and merit.
Candidates will be expected to pass a relevant medical examination, and agree to verification checks
Only online applications will be considered
It is the responsibility of the employee to inform their line manager about their application for another position
Komatsu South Africa (Pty) Ltd complies with the protection of Personal Information Act 4 of 2013. By submitting your application, you give us your express and informed consent to process your personal information for recruitment purposes.
Job Types: Full-time, Permanent
Work Location: In person