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 teams—Sales, 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
- 3–5 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
- Willingness to travel frequently to customer locations across EMEA.