Customer Relationship Manager

Company: LRQA

Job ID:39965
Location:Rotterdam : George Hintzenweg 77
Position Category:Client Management
Position Type:Employee Fixed Term

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

Role purpose:

Responsible for ensuring a positive customer journey by providing a high level of specialist support in client relationship management as the single point of contact for planning to certification production through to invoice. Guiding and undertaking a range of complex activities, resolving complex queries for customers by being a professional sparring partner for the (Key/Major) Client and actively participate in (monthly/quarterly) review meeting with the client.

Key Responsibilities:

• Responsible for planning visits/activities and associated admin tasks for (large) customer accounts, assigned (local/international) accounts or special local products, in line with client and business needs through effective and efficient allocation of the right field force resources, ensuring the right auditors are being used and optimised in the right place, and at the right cost to achieve utilisation targets and compliance with accreditation requirements.
• To be able to prioritize and to decide on utilisation or on costs
• Prioritise, plan, and ensure completion of customer planning activity, in line with or ahead of agreed business SLAs.
• Be the single point of contact for the whole customer journey, from planning, to issuing certificates and invoicing.
• Ensure that utilisation for permanent colleague’s vs subcontractors is optimised and that travel time, auditor competencies/ activity codes, usage of subcontractors is taken into account. Guard the audit team composition, due dates of the audits and certificates.
• Provide support on ad hoc re- or planning activities when required. Prioritize on utilisation and the needs of the customer.
• Be the single point of contact for (large) customer accounts and assigned (local/international) accounts or special products. Dealing with complex business queries regarding invoices, certificates, and planning. Responsible to solve or direct the customer queries to the right person/groups to be able to answer the customer queries on the agreed SLA's.
• To support the process on timely payments of the client by requesting PO's when required
• Work collaboratively/ flexibly across all SDS teams, escalating tasks as required. Take ownership for resolving customer queries escalated from other SDS teams.
• Assist other SDS teams in scheduling for their international key and major accounts and take the right priority for our global key accounts
• Responsible for the accuracy and completeness of data in LRQA systems (in line with internal procedures, contractual requirements and cost structures) within or ahead of agreed SLAs to support smooth service delivery and invoicing.
• Provide KPI reports as required to the client on regular bases

The successful candidate should be able to demonstrate the following:

• Strong communication & organisational skills
• Customer oriented
• Fluent in Dutch & English
• Analytical skills

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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