CUSTOMER RELATIONSHIP MANAGER
All vacancies
Closing Date: 28-02-2025
Location: Gainsborough
Contract Type: Permanent
Salary: Competitive with benefits
Description
The Eminox Group is part of Hexadex Limited, a global group of engineering companies and majority employee-owned, with headquarters in Gainsborough, Lincolnshire, UK.
Our culture is guided by our company values promoting authenticity, continuous improvement, customer service, and respect for our people, partners, and customers. We are committed to operating with a clearly defined purpose and being an employer, customer, and supplier of choice to support our business and achieve long-term sustainable success.
The Eminox Group comprises three companies; Eminox Ltd, Ceramex Ltd, and SaveGuard, supplying products and services globally from our manufacturing facilities in the UK (HQ), Europe, North America, and Asia.
Eminox designs market-leading exhausts, specialist pipes, silencers, and exhaust aftertreatment systems using innovative diesel particulate filter (DPF) technologies and the latest SCR technology to reduce harmful pollutants from heavy-duty equipment and vehicles across multiple sectors.
Ceramex is a leading international supplier of DPF remanufacturing and cleaning services to major OEMs with facilities across the UK, Europe, Japan, and North America.
In 2024, Eminox acquired SaveGuard, which designs and manufactures highly technical and innovative thermal and acoustic insulation products to OEMs. These products and solutions expand the Eminox Group’s value offering and enhance the technological capabilities with a wide range of automotive products used in vehicle exhausts.
The Supply Chain Team is responsible for end-to-end demand management, from point of order placement to point of dispatch. Included within this is the Customer Relations Team, responsible for ensuring that all internal and external customer requirements are understood and met through effective customer service.
The Customer Relationship Manager is responsible for all incoming business demand for OE, Retrofit, and Aftermarket. This includes arranging product and parts, sales, and delivery based on customer needs. This department forms the single point of contact for all customers and accounts, ensuring that the department meets its objectives of maintaining up-to-date customer schedules, order information, and providing high levels of customer service. The goal is to achieve effective communication with customers and key functional links to help deliver on time and satisfy customer requirements.
Key Responsibilities
* Responsible for the management of the Demand Control process.
* Manage actual consumption of demand and monitor forecast consumption, roll, and deletion within the agreed time fence.
* Work with Sales, Master Scheduler, and Senior Buyer to determine tactics when demand is abnormal.
* Communicate any supply changes expected to affect product availability.
* Report key business metrics including arrears and OTIF.
* Act as a single point of contact for customers while building and maintaining relationships for key customer accounts.
* Review customer demand before acceptance to ensure requested deliveries can be achieved.
* Negotiate with customers where necessary to ensure alignment with the internal plan.
* Receive schedules/orders from customers and create sales orders on the integrated business plan.
* Keep customers informed of delivery dates obtained from planning and purchasing.
* Maintain all relevant information, such as part numbers, prices, delivery dates, and schedules in the business system.
* Answer customer concerns, assess and resolve queries from internal and external customers, escalating as appropriate.
* Prepare and maintain information for departmental key performance indicators.
* Perform regular customer visits.
* Assist other team members with their responsibilities as required.
Understanding And Adherence To The Following
* H&S policy and procedures (made available through Induction/X Drive/H&S Department)
* Eminox business quality standard (IATF & ISO 9001) (Induction/Manager/Quality department)
* Eminox Business Excellence Model (Induction/Manager/Quality department)
* All Group and Eminox policies and procedures (Available through Induction/SharePoint/HR Department)
And In Addition
* Understand risk management in the context of IATF as applies to this role.
* Demonstrate and uphold the company values.
* Demonstrate a proactiveness towards personal development.
Key Skills
* Strong personality, with the ability to handle a demanding automotive customer base.
* Tenacious and diligent.
* Confident and able to communicate on all levels, both internal and external.
* Strong interpersonal skills.
* Excellent communication skills, both written and verbal.
* Good negotiation skills.
* The ability to prioritize and manage several different tasks at once.
* Strong analytical skills and logical thought process.
* Uncompromising alignment to business tasks and objectives.
* A high degree of numeracy, attention to detail, and accuracy.
* Confident, self-motivated, enthusiastic, conscientious, and reliable.
Core Skills
* Ability to introduce new methods and ideas ensuring a continuous improvement ethos.
* Demonstrates attention to detail through all stages of processes.
* Can work and communicate effectively with others.
* Understands and delivers customer requirements.
Core Attributes
* Demonstrates integrity by doing the right thing all the time.
* Demonstrates energy and determination.
* Takes accountability and responsibility.
* Values others and common courtesy.
* Holds a completer-finisher mentality.
* Recognizes the value of teamwork.
Our Values
Be authentic. Build trust. Be committed.
We do what we say with openness and honesty.
Look ahead. Think differently. Be bold.
We strive to improve and delight our customers.
Get involved. Be accountable. Respect each other.
We learn, grow, and achieve together.
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