AddressMake WOW.
We are the Kärchers. We believe that every WOW, huge or tiny, is extraordinary and unique – just like you are.
A WOW ignites a spark in you, a WOW tickles a sudden rush of endorphins and floods your cells with ease.
The Service Relationship Manager is a crucial position that focuses on relationship management and national customer retention. The primary responsibilities will include various aspects of the post sales process such as onboarding, machine deployment projects, customer engagement and service delivery. The role serves as day to day contact for large Professional accounts and their in-store cleaning teams and is the key contact in relation to operational, service topics and projects.
This is how you WOW:
- Build and maintain strong relationships with relevant customers, including site visits.
- Conduct regular check-ins and meetings with customers to provide updates, gather feedback, and address any concerns or challenges.
- Collaborate closely with internal teams, including sales, support, and service, to ensure seamless service delivery and resolution of client issues.
- Organise and project manage large machine deployments
- Lead machine roll out projects including holding regular meetings with key stakeholders and maintaining task list
- Ensure follow up and accountability within the project team
- Work with Logistics, Order Management and Pre-Delivery to ensure machine readiness and supply
- Create and maintain deployment planner and liaise with customer
- Schedule sales and service resources to ensure smooth delivery and training process
- Troubleshoot any post-delivery challenges
- Create service key account reporting as required using MS Dynamics Field Service
- Ensure Customer KPIs and SLAs are monitored and exceeded
- Work with internal stakeholders to ensure customer expectations are met
- Monitor critical service jobs in MS Dynamics and liaise with third party contractors as required
- Proactively inform customers about potential challenges and shortfalls and work on a solution
- Work with IT and Process departments on both customer side as well as Karcher side to improve systems and processes to suit customer needs.
It would be WOW if you would bring this in:
- High level of self-awareness and willingness to learn from feedback and constructive criticism.
- Strong problem-solving and conflict resolution abilities, with a customer-first mindset.
- Self-motivated with a proactive approach to identifying and addressing customer needs.
- Ability to work collaboratively in cross-functional teams and adapt to fast-paced and changing environments.
- High degree of computer literacy – including a good understanding of CRM and ERP
- Excellent customer service skills, gained through experience, ideally within an industrial equipment environment
- Demonstrated experience with dealing with head office accounts and relationships
- Ability to organise, prioritise and deliver to timescales and remain calm under pressure
- Excellent communication skills (verbal and written).
- Attention to detail to ensure that problems are fully explained
- Ability to follow own and manage customer complaints through to conclusion
- Team player willing to support colleagues as and when necessary
- Forward-thinking, supporting the vision of the department
- Positive attitude and the desire to acquire new skills
Our Kärcher WOW-package:
- Competitive salary with career progression
- Employee Assistance Program (EAP)
- Staff discount on Kärcher products
- Employee Volunteer days
This company gives you the space to make, to create, to innovate and yes ... also to follow the principle of trial and error. Bring in your true you and let's make an impact towards a clean world together.
Wanna WOW with us?
Please note only successful candidates will be contacted
