Customer Relationship Manager
KCIC
Total years of experience :10 years, 1 Months
- Analyze business data and level of customer satisfaction and loyalty
- Recommend strategies based on customers’ demands and identify performance framework
- Monitor progress against benchmarks and metrics in quality of products and services, planning and delivery in coordination with KCIC operational and supporting Divisions including QA-QC, and R&D Departments.
- Evaluate and modify current systems in liaise with KCIC Corporate Governance Department.
- Ensure smooth sales transactions from enquiry to quotation submittal and follow up in liaise with KCIC Sales Department.
- Arrange for internal and external training for staff on communication and customer service for new joiners and whenever needed in coordination with KCIC HR Department
- Publish booklets, manuals, and other publications to raise awareness of KCIC products, services, and policies in coordination with KCIC Marketing Department
- Monitor and maintain the professional relationship between the customers and KCIC at all levels including but not limited to operation and finance.
- Be the key contact for feedback, suggestion, and follow up.
- Handle customer complaints (investigate root causes of nonconformity, follow up corrective actions with relative departments, and reason out preventive actions)
Remarkable Achievements at KCIC:
- developed policies and procedures for:
a. handling customer’s enquiries (acknowledgement and follow up)
b. handling customer’s quotations (communication and follow up)
c. handling customer’s orders (LPOs) (acknowledgement, communication, and follow up)
d. ready mix concrete submittals and ready mix concrete trial mixes
e. ready mix concrete shipping (internal and external communication/channels)
f. written communication (email and letters etiquette)
- proposed the CSR concept and set the first steps to execute and promote relative activities
- drafted “to serve you better” booklet (ready for publishing)
- published articles/texts for KCIC newsletter and site construction magazine, and other KCIC brochures
- established “free training” program for customers to raise awareness on KCIC products
- developed a log for “thank you”(s) received by customers for customer relationship analysis
- trained secretaries on time and work stress management
- conducted “customer orientation” sessions at all levels including division managers
- trained office boys for proper hospitality approaches to customers
- Edited the formats of all customer related documents (delivery notes, invoices, receipts…)
- set the concept and basics of credit controlling and trained accounts on proper approach to debt collection
Main Duties and responsibilities:
a. External Customers:
- Manage all customer related matters: Handle customer complaints and monitor a database for the same
- Credit controlling: including setting payment terms to new customers and revising current customers’ payment terms (depending on the amount of sales and payment behavior)
- Monitor a database of RFQs (request for quotation) and supervise the sales executives to have quotations sent to clients on time with the correct pricing and delivery/payment terms
- Head of Operations: Liaise with the supply chain manager, workshop manager, and warehouse manager to schedule PDIs and repairs to meet customer satisfaction
- Manage the debit collection and oversee orders raised by the commercial team as per forecasted collections
- Organizing and supporting overseas clients throughout planning and visiting our premises in the UAE
b. Internal Customers: Desert Group Personnel/Departments
- Internal Auditor and representative for ISO auditing and training
- Commercial Dept.: *Act as key person to follow up HR demands and queries * defined as the Commercial Manager’s Assistant in all administration related matters
- Marketing Dept.: Member in the committee of Desert Group executives nominated by CEO to organize, budget, and schedule the group’s gathering (private and public), press releases, exhibitions….
- Finance: *submit collection report (collected and forecast-ed for collection) on weekly basis. * Liaise with budgeting, purchasing, quality survey Dept. to organize operations at the commercial dept. * Monitor profit/loss report on weekly basis * Manage the cash flow
- Member of the committee representing Desert Group in Emirates Environment Group
Main Duties and responsibilities:
a. to the General Manager:
- Act and assist the general manager as an executive administrator, customer relations and business developing manager
- Handle highly sensitive, confidential, and non routine information
- Conduct the preparation of quotations, tender documents, agreements…
- Generating of Bills of quantities, site correspondence, contract status, and site activity reports.
- Follow up with projects in hand relation to suppliers and material procurement, deliveries, etc
- Diary management, travel arrangements, staff meetings, etc
- Assist in preparation of presentations and assist with correspondence, memos, charts, tables, graphs, plans…
- Provide miscellaneous secretarial services including filing contracts and other office documents
b. to the personnel and company in general:
- Execute renewal of licenses, permits, company documents (insurance, car registration renewal), and personnel records (follow up procedures with the PRO)
- Advice employees with new office procedures were implemented
- Train and help new employees to adopt with the company’s regulations and environment
- Arrange for advertising issues
c. accounting department:
- Manage the cash flow
- Control the budget, expense reports, and profit/loss reports
- Liaising with the accountant regarding invoices, receipts, credit/debit notes, lawns, journals (authorized to sign all)
d. Clients:
- Conduct customer requirements; arrange and attend (when needed) meetings between clients, client representatives, and consultants with the appropriate staff member(s) (projects manager, site engineer, draftsman…)
- Assist in developing the scope of work and follow up its progress after contracts are signed
- Manage the company’s correspondence with facilities management companies and Interflora® (world wide flower deliveries)
History - Finished second year successfully