Customer Relations Representative

FLSmidth; Allentown (Lehigh County); On-site; USD 90,000 - 120,000; Full time

Job summary

FLSmidth seeks a customer-focused supply chain liaison to act as the primary contact for strategic customers, ensuring service expectations are met and value is maximized. You will lead onsite reviews, capture insights, and drive improvements across cross-functional teams in North America.

The role requires 3–5 years in a B2B operations or supply chain setting, strong Excel/PowerPoint skills, and willingness to travel to customer sites across North America.

Qualifications

• Bachelor's degree required; 3–5 years in a customer-facing B2B role, mining or heavy industry preferred.

Responsibilities

• Serve as primary supply contact for designated strategic customers and ensure service expectations.
• Lead onsite meetings with customers to review KPIs and SLAs and drive improvements.
• Capture feedback and data into demand planning and execution processes.
• Coordinate with Sales, Repairs, Field Services and Supply Chain to close gaps in service delivery.
• Translate customer insights into measurable performance improvements.
• Manage contractual obligations and risks across partner engagements.

Skills

Relationship Management

Communication

Analytical Thinking

Cross-Functional Coordination

Performance Management

Problem Solving

Presentation Skills

Industry Knowledge

Contracts Management

Education

Bachelor's degree in Business / Engineering / SCM or related field

Tools

Microsoft Excel

PowerPoint

Data visualization tools

ERP systems

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

• 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

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