Role:

  • Update and assign accounts and contacts in our CRM system
  • Create, implement and manage customer relation strategies and KPIs
  • Develop strategies to attract and support customers transition through the different stages of the sales funnel
  • Create and execute customer relationship management campaigns that aim to increase customer loyalty and retention
  • Create a set of universal customer relationship procedures and implement them at every level of the company
  • Measure and enforce that all departments perform their duties up to standard to ensure all customers have a standardized experience with JABU
  • Ensure that each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing database
  • Have field visits targeted at boosting customer engagement and conflict resolution
  • Quarterback critical customer issues and escalate to the proper channels to ensure a speedy resolution
  • Build workflows, processes and arrange training sessions to support CS Agents in managing customers
  • Develop daily, weekly, and monthly CRM reports
  • Conduct market research to follow trends and competition


Specifications/ skills:

  • Proficient in MS Excel, Office suite, other commonly used business applications; demonstrated ability to learn new systems;
  • Fully understand the sales process and customer retention programs
  • Ability to articulate ideas to colleagues and partners
  • Min. of 3 years of experience in Customer Service or Logistic Operations
  • Ability to coach, mentor, and manage other senior professionals and manage the knowledge base of the functional area
  • The commercial yet customer-first mindset with the ability to identify customer needs
  • Detail-oriented with excellent communication skills
  • Remain flexible to changing priorities and open to new ideas