Customer Relations Representative

Role Overview

Customer Relations Representative at FLSmidth. The role is based at a location to be confirmed by the employer; full details are available on the employer's original posting.

Company Overview

FLSmidth is the leading supplier of engineering, equipment and service solutions to customers in the mining industry. The company is committed to developing technology and know-how to make a positive impact on a sustainable future.

Role Purpose

To serve as the primary point of contact between FLSmidth and designated strategic customers, ensuring all service expectations are met or exceeded while acting as the bridge between customer expectations and internal operations to drive continuous improvement and operational excellence.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for supply between FLSmidth and designated strategic customers, ensuring all service expectations are met or exceeded.
• Build and maintain strong, trust-based relationships with stakeholders at all organizational levels.
• Lead frequent onsite meetings with customers to gather feedback, present and review KPIs and SLAs, identify issues, and drive collaborative solutions.
• Present service metrics and insights to customers during regular reviews, ensuring transparency, accountability, and continuous improvement.

Feedback Integration & Insights

• Actively capture and integrate customer feedback, operational insights, and performance data into internal demand planning and execution processes.
• Contribute to internal operational planning and strategy development by representing the customer perspective.

Cross-Functional Coordination

• Coordinate closely with cross-functional teams—Sales, Repairs, Field Services and Supply Chain—to 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.
• Align internal stakeholders around customer objectives and manage complex service delivery networks.

Contracts & Agreements Management

• Maintain contractual obligations and risks and ensure that both parties fulfill their commitments and maximize the value of agreements.
• Oversee agreements with Sales throughout their entire lifecycle, from creation and negotiation to execution, monitoring, and eventual renewal or termination.

Forecast & Demand Planning

• Drive forecast accuracy by analysing demand trends, onsite stock levels, customer parts consumption, and aligning this data with contractual agreements such as Forecast Purchase Agreements (FPAs), Consignment Agreements, and Stocking Agreements.

Qualifications & Experience

• Degree in business, Engineering, Supply Chain Management, Contracts Management, or related field.
• 3–5 years of customer-facing experience in a B2B operational or supply chain role (mining or heavy industry experience preferred).

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 of mineral processing and mining operations.
• Technical Proficiency: strong proficiency in Microsoft Excel, PowerPoint, and data visualization or reporting tools.
• Systems Knowledge: familiarity with PDM, ERP and CRM systems.

Additional Information

• FLSmidth is an equal opportunity employer and embraces diversity and equality by promoting an environment of inclusion.
• All employees have access to a dedicated recognition platform, empowering them to celebrate achievements, share appreciation and stay connected globally.
• All suitable candidates are subject to a personal suitability check which includes but is not limited to criminal record check, citizenship check, qualification verification and employment verification.
• Applications are to be submitted via Workday.