Customer Relations Executive

IDEMIA • VA

78d

About The Position

The CRE - Customer Relationship Executive is responsible for managing customer relationships as the first point of contact, ensuring exceptional service and seamless communication between customers and internal teams. This role requires a strong understanding of customer contracts, service level agreements (SLAs), and operational processes to address customer inquiries, coordinate request implementations, and drive service excellence.

Requirements

• Minimum Associate's Degree, Bachelor's Degree preferred.
• 5+ years of relevant work experience in B2B customer-facing roles in Customer Experience or Account Management role.
• Ability to understand and interpret customer contracts and SLAs.
• Excellent communication and coordination abilities.
• Problem-solving mindset with the ability to handle service requests and issue escalations.
• Strong organizational skills with attention to detail.
• Experience working in manufacturing operations settings, customer experience, or contract management.
• Identify and collaborate on opportunities and strategies with Sales teams.
• Strong Excel, Salesforce, Jira and D365 skills is a plus.

Responsibilities

• Act as the primary point of contact for customers, addressing inquiries, service requests, and concerns in a timely and professional manner.
• Develop and maintain strong relationships with customers, ensuring satisfaction and alignment with contractual obligations.
• Proactively communicate with customers regarding service updates, issue resolutions, and process improvements.
• Escalate complex customer concerns to the appropriate internal teams while ensuring follow-up and resolution.
• Interpret and apply customer contracts to ensure service delivery aligns with agreed terms and conditions.
• Monitor and enforce SLA commitments, proactively addressing potential risks to prevent service breaches.
• Work closely with internal teams to ensure contractually obligated services are delivered accurately and efficiently.
• Support contract renewal discussions by providing insights on customer needs and service performance.
• Receive, assess, and document customer service requests, ensuring proper validation and alignment with contractual obligations.
• Coordinate with Service Center, Operations, and IT teams to implement customer-driven changes efficiently.
• Track service requests from initiation to completion, ensuring timely execution and customer satisfaction.
• Provide customers with status updates and proactively manage expectations.
• Identify and resolve customer issues by coordinating with internal teams and leveraging available resources.
• Monitor critical service issues, ensuring timely escalation and resolution to minimize customer impact.
• Maintain a detailed record of reported issues and resolutions for continuous improvement.
• Generate and deliver customer reports, ensuring accuracy and alignment with reporting requirements.
• Track service performance metrics, analyzing trends to recommend improvements in customer experience.
• Maintain detailed records of interactions, service requests, and escalations to support internal reporting and audits.
• Work closely with internal teams to identify process improvements that enhance the customer experience.
• Contribute to internal projects aimed at optimizing service delivery and operational efficiency.
• Share customer feedback with internal teams to drive enhancements in products and services.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees