FLERZ Management Consultancy Services Hiring! Full Time Customer Relationship Manager in Selangor - Ricebowl

Job Title: Customer Relationship Manager

Department: Service & Sales

Job Summary

The Customer Relationship Manager is responsible for managing end-to-end customer order fulfillment, quotation handling, and after-sales support within assigned markets. The role focuses on driving sales conversion through proactive customer engagement, accurate quotation management, and strong coordination across technical and commercial teams. This position plays a key role in ensuring customer satisfaction, operational efficiency, and revenue growth.

Key Responsibilities

1. Customer Order & Sales Management

• Manage end-to-end order processing including customer inquiries, quotations, sales orders, and spare parts transactions for assigned regions
• Ensure accurate and timely processing of customer requests in alignment with internal procedures and service standards
• Coordinate delivery schedules, invoicing, and payment follow-ups

2. Quotation & Sales Follow-Up

• Prepare and manage accurate technical and commercial quotations for spare and wear parts
• Proactively follow up on quotations to convert opportunities into confirmed orders
• Provide customers with updated product information to support upselling and cross-selling opportunities

3. Customer Support & Relationship Management

• Serve as the primary contact for customer inquiries and ensure timely resolution of issues
• Handle customer complaints and warranty claims efficiently and professionally
• Conduct customer visits when required to strengthen relationships and support business growth

4. Technical & Commercial Coordination

• Support customers in identifying appropriate spare and wear parts based on requirements
• Address both technical and commercial inquiries with accuracy and clarity
• Collaborate with second-level technical support for complex cases and quotations
• Work with internal teams to process BOMs, technical drawings, and project documentation

5. Process & Data Management

• Ensure accurate documentation and maintenance of customer records in CRM/SAP systems
• Monitor order status and ensure alignment with delivery and service commitments
• Support continuous improvement of customer service processes

Knowledge, Skills & Abilities

• Strong understanding of machinery, spare parts, and MRO (Maintenance, Repair & Overhaul) processes
• Knowledge of Incoterms, logistics, duties, and international trade practices
• Strong customer service mindset with a focus on problem-solving and customer satisfaction
• Excellent organizational and multitasking skills with the ability to manage competing priorities
• Strong communication and interpersonal skills across multicultural environments
• Ability to work under pressure and meet deadlines consistently
• Results-driven with a proactive and ownership-oriented mindset
• Strong teamwork and cross-functional collaboration skills
• Proficiency in Microsoft Office and CRM/SAP systems (e.g., SAP SD, Salesforce)

Educational Requirements

Mandatory:

• Bachelor’s degree in Mechanical, Electrical & Electronics, Mechatronics Engineering, or related technical field

Desirable:

• Proficiency in English; additional ASEAN language is an advantage

Experience Requirements

Mandatory:

• Minimum 3 to 5 years of experience in customer service, order processing, logistics, or related commercial/technical roles
• Strong knowledge of Incoterms
• Hands-on experience with CRM/SAP systems and Microsoft Office tools
• Basic understanding of machinery and MRO processes

Desirable:

• Experience in industrial equipment, manufacturing, or spare parts sales environment