Customer Relations Manager (M/F)
About the company
Our client is a key player in the design, manufacture, installation, and maintenance of special equipment dedicated to the production of butter and continuous blends. Recognized for our historical expertise since our creation in 1856, our machines are manufactured in France and exported worldwide. A preferred partner for industrial dairies, we contribute to the production of iconic food brands such as Elle&Vire, Candia, and Paysans Bretons.
Your tasks
Reporting to the Management (Commercial / Industrial), you are the guarantor of customer satisfaction after the delivery and commissioning of our process equipment. You will supervise and develop the activities of the Customer Service department (After-Sales Service, spare parts sales, retrofit, maintenance).
Your main missions are as follows:
- Management and Steering: Supervise the Customer Service team (Sales Administration Assistants, Technical Sales Representatives, After-Sales Technicians).
- BtoB Customer Relations: Act as the primary contact for customers (agri-food factories) for handling complex complaints, dispute resolution, and technical assistance.
- Commercial Development (After-Sales): Boost sales of spare parts, maintenance contracts, technical audits, and "revamping" / retrofit offers for existing installations.
- Organization and Processes: Optimize request processing workflows (quotes, orders, delivery times) and coordinate the interventions of maintenance technicians on-site, both in France and for export.
- Performance Monitoring: Implement and monitor customer service KPIs (resolution rate, lead times, After-Sales turnover, customer satisfaction).
Requirements
Education: Higher education (Bachelor's to Master's degree) in a technical field (mechanical engineering, automation, industrial process) or commercial field with a strong technical aptitude.
Experience You have a successful track record of at least 5 years in a similar position (Customer Service, After-Sales, technical Sales Administration), imperatively acquired in a BtoB industrial environment (ideally in special machinery, agri-food equipment, or process).
Key Skills
- Excellent interpersonal skills and a sharp sense of customer service.
- Strong managerial capacity and leadership.
- Stress resistance and the ability to manage priorities (customer production shutdowns).
Languages: Fluent English is essential for communicating with our international customers and subsidiaries.
What we offer
My benefits
- Health insurance / provident fund
- A CET, time savings account that pays 5% interest on your savings
- End-of-assignment allowances of up to 10%
- Referral gift vouchers up to 100 euros
- A works council (comité d'entreprise) from the first month of the assignment