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Client Relations Supervisor

3 months ago

Dubai, Dubai, United Arab Emirates Talent Pal Full time
Position Overview

The Client Relations Supervisor (CRS) is accountable for the comprehensive management of customer relationships and support issues linked to a specific set of client accounts. The CRS serves as the primary escalation point for all customer grievances, acting as the advocate for clients within Talent Pal.

The CRS monitors and evaluates spare parts and repair management by aligning backlogs and collaborating closely with procurement departments to ensure frequent reconciliation of order books.

Additionally, the CRS is tasked with enhancing customer satisfaction through the use of both internal and external performance metrics and scorecards. The role involves conducting on-site visits to clients across various regions, including North America, Europe, the Middle East, Africa, and Asia Pacific, as necessary.

The CRS typically reports to the Director of Client Relations or the Senior Client Relations Manager.

Key Responsibilities
  • Ensure customer satisfaction is achieved, as measured by relevant scorecards.
  • Establish and nurture long-term relationships with clients.
  • Act as the primary contact for all matters concerning assigned clients.
  • Take ownership of client issues and ensure they are resolved effectively.
  • Maintain accurate records and document customer support interactions within the CRM system.
  • Conduct on-site meetings with clients as needed, including Program Review Meetings (PRM), Technical Review Meetings (TRM), and Executive Review Meetings (ERM).
  • Prepare post-visit reports and manage follow-up actions and commitments.
  • Generate and analyze Key Performance Indicators (KPIs).
  • Identify trends and areas for improvement through data analysis.
  • Serve as the point of contact for performance claims, coordinating with warranty teams to validate claim data and negotiate settlements.
  • Review, monitor, and distribute customer backlog reports, taking proactive measures to prevent delays in delivery.
  • Assist the finance department in recovering overdue accounts, providing necessary points of contact and addressing recurring issues for corrective actions.
  • Be aware of internal client issues that may inadvertently impact Talent Pal's business.
  • Provide feedback to the sales team regarding new sales opportunities and inform program teams about parts at risk.
Qualifications

Proficient in MS Project and competent in MS Office applications. Excellent verbal and written communication skills. Ability to cultivate and maintain effective relationships, along with strong leadership and organizational skills. Capable of analyzing and summarizing information with a solid understanding of financial principles.

Work Specifics

Up to 50% travel may be required.


Talent Pal is a global leader in high-technology solutions, operating in various sectors including aerospace, space, and defense. Our mission is to contribute sustainably to a safer world where air transport is increasingly environmentally friendly, comfortable, and accessible. With a presence on all continents, Talent Pal employs thousands of professionals and achieved a revenue of 232 billion euros in 2023, holding leading positions in global and European markets. We are committed to research and development programs that prioritize environmental considerations in our technological innovation roadmap.