Customer Relations Representative

FLSmidth; Monterrey; On-site; MXN 1,038,601 - 1,731,002; Full time

Benefits offered by this job

Recognition platform

Global career opportunities

Job summary

FLSmidth seeks a Customer Relations Representative to act as the primary liaison between the company and strategic customers, leading onsite reviews and driving improvements in service delivery.

You will collaborate with Sales, Repairs, Field Services, and Supply Chain to align expectations with performance, monitor KPIs, and ensure contractual obligations are met while enhancing forecast accuracy and customer value.

Qualifications

• Bachelor's degree in business, Engineering, Supply Chain Management, Contracts Management, or related field or 3–5 years of customer-facing experience in a B2B operational or supply chain role.

Responsibilities

• Serve as the primary point of contact for supply between FLSmidth and designated strategic customers.
• Lead onsite meetings with customers to review KPIs and SLAs and drive solutions.
• Capture and integrate feedback and performance data into demand planning and execution processes.
• Coordinate with Sales, Repairs, Field Services and Supply Chain to improve service delivery.
• Translate insights into performance improvements and maintain contractual obligations.
• Drive forecast accuracy by analyzing demand trends and on-site stock levels.
• Present service metrics to customers during reviews and ensure accountability.
• Represent the customer perspective in internal planning and strategy.

Skills

Relationship Management

Communication

Analytical Thinking

Cross-Functional Coordination

Performance Management

Problem Solving

Presentation Skills

Industry Knowledge

Contracts Management

Education

Bachelor's degree or 3-5 years relevant experience

Tools

Excel

PowerPoint

Data visualization tools

ERP/CRM systems

Job description

We are a globally diverse and multicultural organization with ~8,000 colleagues operating out of 40+ countries, earning about 3 billion EUR in 2023. In addition to a competitive salary and benefits package, we provide an environment where individuals can apply their expertise and discover their potential through many different career opportunities and locations. Come join us!

Your responsibilities:

As a Customer Relations Representative, you will: Serve as the primary point of contact for supply between FLS and designated strategic customers, ensuring all service expectations are met or exceeded. Lead frequent onsite meetings with customers to gather feedback, present and review KPIs and SLAs, identify issues, and drive collaborative solutions. Actively capture and integrate customer feedback, operational insights, and performance data into internal demand planning and execution processes. Coordinate closely with cross-functional teams-Sales, Repairs, Field Services and Supply Chain- highlight gaps in service delivery and drive continuous improvement. Act as the "glue" between customer expectations and internal operations, translating insights into tangible performance improvements. Maintain contractual obligations and risks and ensure that both parties fulfill their commitments and maximize the value of agreements. Drive forecast accuracy by analyzing demand trends, onsite stock levels, customer parts consumption, and aligning this data with contractual agreements such as: Forecast Purchase Agreements (FPAs) Consignment Agreements Stocking Agreements Present service metrics and insights to customers during regular reviews, ensuring transparency, accountability, and continuous improvement. Contribute to internal operational planning and strategy development by representing the customer perspective.

Key Skills & Competencies:

• Relationship Management: Proven ability to build and maintain strong, trust-based relationships with stakeholders at all organizational levels.
• Communication: Skilled in capturing, documenting, and conveying customer insights and requirements both verbally and in writing.
• Analytical Thinking: Capable of interpreting operational and forecast data to improve accuracy and drive performance.
• Cross-Functional Coordination: Ability to align internal stakeholders around customer objectives and manage complex service delivery networks.
• Performance Management: Experience tracking and improving KPIs and SLAs to drive operational excellence.
• Problem Solving: Proactive issue resolution with a customer-centric mindset.
• Presentation Skills: Confidently lead business reviews, present findings, and recommend improvements to customer leadership and internal teams.
• Industry Knowledge: Understanding mineral processing and mining operations.
• Contracts Management: Oversee agreements with Sales throughout their entire lifecycle, from creation and negotiation to execution, monitoring, and eventual renewal or termination.

What you bring:

• Bachelor's degree in business, Engineering, Supply Chain Management, Contracts Management, or related field and or 3-5 years of customer-facing experience in a B2B operational or supply chain role (mining or heavy industry experience preferred).
• Strong proficiency in Microsoft Excel, PowerPoint, and data visualization/reporting tools.
• Familiarity with PDM, ERP and CRM systems.
• Willingness to travel frequently to customer locations across North America.

FLSmidth is the leading supplier of engineering, equipment and service solutions to customers in the mining and minerals industries - for more information please visit FLSmidth.com/careers

We offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.

FLS is a leading, full flowsheet minerals processing supplier to the global mining industry.

We deliver proven technologies and services across the lifecycle of operations, and have set targets of providing solutions for zero-emissions mining by 2030 with our MissionZero programme.