Customer Relations Administrator M/F

Job title: Customer Relations Administrator M/F

About the Role The Customer Relations Administrator reports into National Customer Relations and works to provide support, maintain sustainable relationships with CFAO Equipment customers, and ensure high levels of customer experience and value delivery. The role collaborates with Sales and Operations to address queries and complaints and to deliver customer value-add services.

What You'll Do

• Conduct effective Customer Surveys using the Net Promoter Score (NPS) model and obtain detailed feedback, following the NPS SOP for accurate reporting.
• Report on customer complaints, concerns, and challenges to relevant department managers and manage the complaints handling process to achieve effective resolution.
• Follow through on ISITE/FMX processes for customers to use within their operations and support activation of ISITE units.
• Support ISITE activities for Sales and Aftermarket, including activation of ISITE units and driver/supervisor access.
• Track ISITE machine performance, utilization, impacts, and driver performance.
• Ensure customers always have access to the portal and automated reporting availability.
• Engage with customers on ISITE functionalities and benefits for their operations.
• Provide effective support for the Rapid Response App for logging forklift breakdowns and services.
• Track and report on Aftermarket teams’ performance through resolved and unresolved breakdowns.
• Attend to customer queries and complaints with priority, ensuring escalation and follow‑through to resolution.
• Provide Sales support and prepare Handover packs.
• Maintain CRM database and ISITE portal data to keep customer records up to date, delivering on customer expectations and striving for service excellence.

What We're Looking For

• Demonstrated experience in managing web portals related to Telemetry and Telematics.
• English language proficiency: knowledge of structure, grammar, and vocabulary.
• Knowledge of Customer and Personal Service principles and processes.
• Knowledge of Computers and Electronics, including applications and programming.
• Active Listening, Reading Comprehension, Time Management, Speaking, Writing, Critical Thinking, Active Learning, Coordination, Monitoring, Service Orientation, and Social Perceptiveness.
• Ability to interact with customers and colleagues to gather information and provide effective service.
• Experience with ISITE/FM X and portal-based telemetry tools is a plus.