Customer Relations Representative

About the Role

Join FLSmidth and play a vital role in driving sustainable development through innovative supply chain solutions in the mining sector. As a Customer Relations Representative based in Dammam, Saudi Arabia, you will be pivotal in managing strategic customer partnerships and enhancing service delivery.

Key Responsibilities

• Act as the main liaison between FLSmidth and selected strategic customers to ensure service expectations are consistently met or surpassed.
• Lead regular in-person meetings with customers to collect feedback, review key performance indicators (KPIs) and service level agreements (SLAs), uncover issues, and foster cooperative problem-solving.
• Integrate customer feedback, operational data, and performance metrics into internal demand planning and execution workflows.
• Collaborate with teams from Sales, Repairs, Field Services, and Supply Chain to identify service gaps and facilitate ongoing enhancements.
• Function as the critical link translating customer expectations into actionable improvements in internal operations.
• Manage contractual responsibilities and risks to ensure compliance and derive maximum value from agreements.
• Enhance forecast accuracy by analyzing demand patterns, onsite inventory, customer parts usage, and aligning these with contractual frameworks such as Forecast Purchase Agreements, Consignment, and Stocking Agreements.
• Present performance reports and insights transparently during customer review meetings, promoting accountability and continuous development.
• Represent the customer's viewpoint in internal operational planning and strategic initiatives.

Required Skills and Competencies

• Strong relationship management abilities with demonstrated success in fostering trust across organizational tiers.
• Excellent communication skills for capturing, documenting, and conveying customer insights both orally and in writing.
• Analytical aptitude for interpreting operational and forecast data to enhance service accuracy and outcomes.
• Proficiency in coordinating cross-functional teams to align efforts toward customer objectives and managing complex service delivery networks.
• Experience in tracking and improving KPIs and SLAs to achieve operational excellence.
• Customer-focused problem-solving skills with proactive issue resolution.
• Confident presentation capabilities for leading business reviews and recommending improvements to customer and internal stakeholders.
• Familiarity with the mining and mineral processing industry context.
• Competence in managing contract lifecycles, including creation, negotiation, execution, monitoring, renewal, and termination in collaboration with Sales.

Qualifications and Experience

• A degree in Business, Engineering, Supply Chain Management, Contracts Management, or a related discipline is preferred.
• Between three to five years of experience in customer-facing roles within B2B operational or supply chain sectors, ideally with exposure to mining or heavy industries.
• Strong skills in Microsoft Excel, PowerPoint, and data visualization and reporting tools.
• Experience with Product Data Management (PDM), Enterprise Resource Planning (ERP), and Customer Relationship Management (CRM) systems.

Additional Information

FLSmidth is fully committed to equal opportunities and embraces workplace diversity, encouraging candidates from all backgrounds to apply. To support impartiality in recruitment, applicants are asked to omit personal details such as age, ethnicity, number of dependents, and photos from submissions.

Applications will be reviewed continuously with interviews conducted on an ongoing basis, so early applications are encouraged.

Successful candidates will undergo thorough suitability checks covering criminal records, citizenship, qualifications, and employment history.

About FLSmidth

FLSmidth is a leading provider of engineering, equipment, and service solutions to the global mining industry, committed to innovation and sustainable progress.

Employee Benefits

Employees have access to a dedicated recognition platform to celebrate accomplishments, foster appreciation, and maintain global connectivity within the company.