Customer Relations Manager


Job Description “Customer Care Manager”

Role Details

Business Unit

Clean Room

Job Title

Customer Care Manager



Geographic market area


Reporting to

Operations Manager

Overall Purpose of the Role

  • Responsible for the Customer Service admin team.
  • Coaches, stimulates and manages customer service, office team.
  • Responsible for realization of yearly determined objectives concerning the customer relationship management function (organic growth, termination rate, account profitability).
  • Responsible for all inbound calls/emails and prompt responses to customer requests.
  • Responsible for annual price adjustments.
  • Responsible for all C-customers.

Main Responsibilities

  • Responsible for the implementation and development of new customers.
  • Cooperation and communication with the relevant departments.
  • Handling customer queries and complaints, with the expectation of providing quality feedback.
  • Documentation and data maintenance.
  • Processing of internal checklists for setting up and renewing accounts.
  • Coordinating and communicating contract renewal dates.
  • Management of customer set up and termination processes.
  • Managing credit notes within the approval system.
  • Formalising and implementing the Customer Care process within the scope of our QMS.
  • Together with operations and logistics, responsible for the quality and continuity of cleanroom services, and for on-time delivery.
  • Handling of routine service, logistical & operational requests and queries.
  • Responsible for the customer satisfaction process (cNPS) and associated feedback.
  • Creation/Ownership of relevant reporting and customer information templates.
  • Management responsibility for the Customer Care team.
  • Participation in interdepartmental meetings and projects.
  • Responsible for the effective use and development of CRM and ERP systems.
  • Generates management information for senior management as required.

Education and Qualifications

  • A degree in Business Administration or related qualification.
  • Over five years of professional experience in customer service at a minimum supervisory level.

Knowledge and Behaviour

  • Strong working knowledge of common MS Office programs.
  • Excellent Teamwork, Leadership and Communication skills,
  • Committed to continuous improvement and process enhancement.

Person Specification

  • Structured, autonomous, and results-driven way of working
  • A strong communicator, both written and verbal.
  • Passionate about customer service and delivering a first-class process..