Customer Relationship Manager

About the Company

Join a privately owned NZ manufacturer who spent more than 35 years building a reputation as the market leader in premium architectural solutions, with product specified on residential, commercial, education and aged care projects nationwide. Designed, made and supported locally, it is a business that has grown on the strength of its product and its relationships rather than its advertising.

Role Purpose

The Customer Relationship Manager plays an important role in growing company reach and coverage by helping customers understand their needs, identify the right solution and confidently choose the right provider and brand. Working with architects, developers, builders and homeowners, the role manages customer enquiries and sales opportunities from initial contact through to completion, providing an outstanding customer experience and high-quality product and technical advice.

The role works closely with the Sales Manager and teams across Technical, Logistics, Training and Marketing to deliver great customer experience and contribute to growth as a leading provider of premium building systems.

Key Responsibilities

Customer solutions & sales

• Respond to incoming customer enquiries by phone, email and in person, providing timely, knowledgeable and professional service.
• Understand each customer’s project, requirements and priorities, asking the right questions and guiding them towards the most appropriate solution.
• Proactively follow up enquiries, leads and projects to progress opportunities through the sales pipeline.
• Build strong, trusted relationships with architects, developers, builders, homeowners and other customer stakeholders.
• Identify opportunities to grow sales and maximise the value of existing and prospective customer relationships.
• Negotiate effectively to achieve positive commercial outcomes.
• Take ownership of progressing sales opportunities and converting enquiries into successful outcomes wherever possible
• Maintain accurate and up-to-date customer, lead and project information in CRM and manage sales pipeline with Sales Manager.
• Welcome and assist showroom customers, helping them see, understand and compare products and solutions.
• Support the Sales Manager with presentations to architects, construction companies, developers and other industry groups.
• Support activity aimed at increasing product awareness, building relationships and gaining specifications.

Skills, Experience And Attributes

• Strong customer service and relationship management capability, with the confidence to engage effectively with a wide range of customers and stakeholders.
• Commercially minded, with the ability to identify opportunities, progress leads, negotiate effectively and contribute to successful sales outcomes.
• Excellent communication skills, questioning and listening skills, with the ability to understand customer needs and explain information clearly.
• Strong planning and organisational skills, with the ability to manage multiple customers, projects and priorities while maintaining excellent attention to detail
• Takes ownership, follows through on commitments, strong commitment to quality and uses initiative to solve problems and get things done.
• Strong computer literacy and confidence using CRM and other business systems.