Endress+Hauser is a global leader in measurement instrumentation, services, and solutions for industrial process engineering. We provide process solutions for flow, level, pressure, analytics, temperature, recording and digital communications, optimizing processes in terms of economic efficiency, safety & environmental impact.
Our customers come from various industries, including chemical, food & beverage, life sciences, power & energy, mining, minerals & metals, oil & gas, and water & wastewater. Although we employed close to 16,000 individuals worldwide, we remain a family-owned company and family-owned companies are different. We believe that competent and motivated employees are the crucial factor for future success.
Become part of our team and write the next chapter in this success story with a career at Endress+Hauser, Driving Progress Together.
Key Responsibility
The Customer Experience Manager steers the strategic planning process to secure an excellent customer experience for all customers. This position entails overseeing the inside sales function within the Singapore office and carrying the responsibility for supporting the marketing, sales, and service functions. Generally, the Customer Experience Manager coordinates, plans, and supervises a company's Inside Sales team, aiming to ensure the optimized interaction between the company and its customers and lead the team to achieve the Departmental KPIs and goals.
This role will be based in Singapore, is part of the Sales Department and reports to the Country Sales Manager.
The main tasks and responsibilities are:
- Responsible for the leadership and management of the inside Sales function in the Sales Center
- Responsible for coaching, mentoring, and developing the Inside Sales Engineers
- Ensure strategic alignment of the local organization with the group strategy.
- Responsible for the implementation and communication of the strategic plans in conjunction with the local key stakeholder
- Lead & drive the Customer Experience Management (CXM) program.
- Work with respective stakeholders to provides insights, tools, methods, and trainings for the team to become truly customer centric.
- Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction.
- Establish communication channels through which E+H Customers can reach out to us easily and effectively.
- Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
- Work closely with Sales / Marketing departments to analyze customer's feedback and develop activities/events effective for improved customer experience.
- Work with Corporate Team (HQ) to conduct surveys to gather information on customer opinion of rendered services.
- To work with respective stakeholders to grow E+H Digital business.
- To work closely with External Sales in a team approach to serving the customers.
- Guide and direct the activities of Inside Sales Engineers to ensure their interactions with customers reflects positively on the company.
- Mentoring of Inside Sales Engineers to ensure compliance with set standards of courtesy and professionalism.
- Good understanding & operationally strong on processes for costings, quotations and proposals using CEP, SAP system.
- To provide guidance to team on technical advisory, project proposals follow-up, negotiations, closing project orders and customer liaison.
- Any other tasks might be required by the Company to support the business strategy.
Requirements
- Work Experience in MNC and similar industry will be an advantage
- At least 3 years of relevant management experience
- Experience in managing and leading teams in a dynamic work environment
- Knowledge of Endress+Hauser products and related industries (Will be a strong advantage)
- Technical knowledge of process automation and instrumentation
- Knowledge of SAP and Salesforce
