Customer Service Manager
Alruqee Technical Services
مجموع سنوات الخبرة :14 years, 9 أشهر
Led the customer service team to offer the customers an exceptional service experience and
achieve the predefined targets for Sales, Net Profit and Customer Satisfaction.
Achievements and accomplishments:
Achieved the sales and net profit targets for the years 2015-2018, by introducing new products
and solutions that meet the market demand and customer’s specific need.
Increased the total service agreements revenue from 1.5 Million to 8.5 Million Saudi Riyals in 4
years.
Increased the active customer base by 15 % in 4 years.
Collaborate with the commercial team leader to maximize the overall gross profit and price
competitiveness, negotiate contracts with international and local suppliers, enhance bidding
and order processing procedures.
Key duties:
Led the customer service day-to-day operations for GCC market (KSA, Bahrain and UAE).
Develop new business opportunities by identifying and exploring new service portfolios that
meet the market demands.
Acquire a thorough understanding of the customer’s needs and competitor’s movements.
Identify, develop and implement business strategies and process improvement to enhance the
level of customer retention and satisfaction.
Assure timely resolution of escalated customer complaints and offer a compensation plan
whenever needed.
Present reports to the stakeholders such as year to date (YTD) business review and
commercial performance, quarter, semiannual and annual reports.
Align closely with marketing team to launch promotional events and campaigns.
Prepare yearly business plan including sales plan and forecast, business development plan
and the main milestones to drive the business unit to its predefined targets.
Responsible for handling the sales and aftersales service activities for key account customers.
Achievements and accomplishments:
Increased the service agreements revenue for Key account customers from 100 Thousand in
2011 to 1.2 Million in 2014.
Assigned as “Deputy Project Manager” for the period between June 2012 until August 2014 to
lead a team of 15 service engineers for installation, commissioning and final hand over of 11
mechanical and electrical workshop projects.
Key duties:
Act as a point of contact and maintain long-term relationships with key account customers to
maintain, grow and develop new business opportunities.
Resolve key account customers issues and complaints in an effective and fast track.
Develop a complete understanding of key account customers’ needs and requirement.
Manage the communications between key account customers and internal teams.
Negotiate contracts with key account customers and establish timeline of performance.
Present reports on account progress and share with team members and stakeholders.
Meeting all customers’ needs and deliverable according to proposed timelines
Track and analyze key account metrics and maintain service sales forecasts.
Generate new service sales leads and develop new market opportunities through an in-depth
market research and analysis.
Lead a cross functional team to:
Evaluate, select and purchase new Centrifugal and vertical Pumps for the water cooling
system to meet the demand of the upgraded Meltshop Furnace.
Work with Nalco company representative on enhancing the quality of water treatment
for the open loop water cooling systems.
Design, select system components, erect and successfully commission new open loop
water cooling systems for the Rolling Mill quenching line and continuous casting
machine.
Design, develop and implement a new Siemens automation system to control the
operation of all rotating equipment department machines and equipment with an
automated flow and temperature controls.
The program emphasizes academic and research excellence along with professional development of student i n particular area of interest. The program offers wide selection of courses and research activities related to Engineering and Management which satisfies the local as well as the global needs of the industry.
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.