SENIOR CUSTOMER RELATIONSHIP MANAGER

Description

The Eminox Group is part of Hexadex Limited, who is a global group of engineering companies and are majority employee owned, with headquarters in Gainsborough, Lincolnshire, UK.

Our culture is guided by our company values which promote authenticity, continuous improvement, customer service and respect for our people, partners and customers. We are committed to operating with a clearly defined purpose and being an employer, customer, and supplier of choice to support our business and achieve long-term sustainable success.
The Eminox Group comprises of three companies; Eminox Ltd, Ceramex Ltd and SaveGuard and we supply products and services, globally from our manufacturing facilities in the UK (HQ), Europe, North America and Asia.

Eminox designs market-leading exhausts, specialist pipes, silencers and exhaust aftertreatment systems which use innovative diesel particulate filter (DPF) technologies and the latest SCR technology to reduce harmful pollutants from heavy-duty equipment and vehicles across multiple sectors.

Ceramex is a leading international supplier of DPF remanufacturing and cleaning services to major OEMs with facilities across the UK, Europe, Japan and North America.

In 2024 Eminox acquired SaveGuard which designs and manufactures highly technical and innovative thermal and acoustic insulation products to OEMs. These products and solutions expand the Eminox Group’s value offering and enhances the technological capabilities with a wide range of automotive products used in vehicle exhausts.

The Customer Service Team are responsible for end to end Customer management. We have the responsibility for ensuring that all internal and external customers requirements are understood and met through effective customer service.

The Senior Customer Relationship Manager is responsible for all incoming business demand for OE, Retrofit and Aftermarket and the day to day coordination of the Demand Control process for both OE and Retrofit. The role will ensure the Department meets its objectives of maintaining up to date customer schedules, pricing, order information and providing a high level of customer service. It also maintains up to date customer schedules and order information.

Key responsibilities: 

• Being a single point of contact for customers while building and maintaining relationships for key customer accounts
  • Answering customers concerns, assessing and resolving queries received from internal and external customers
  • Performing regular customer visits as defined by the communication matrix
  • Ensuring pricing for key strategic customers is maintained and updated in line with business requirements
  • Day to day organisation of the Customer Service Department workload
  • Responsible for the management of the Demand Control process ensuring we can achieve the requested deliveries, negotiating this where necessary with the customer to ensure alignment to the internal plan
  • Receiving schedules/orders from customers and creating sales orders on the integrated business plan
  • Manages the actual consumption of demand and facilitates the response when Sales are not as expected
  • Keeping the customer informed of delivery dates obtained from planning and purchasing
  • Maintaining all relevant information, such as part numbers, prices, delivery dates and schedules in the business system
  • Works with Planning and Manufacturing to determine tactics when demand is abnormal
  • Communicates any supply changes that are expected to affect product availability
  • Reporting of key business metrics including arrears, OTIF, Margin
  • Assist other team members with their responsibilities as and when required
  • Any other duties assigned in line with scope of role

Understanding and adherence to the following:

• H&S policy and procedures (made available through Induction/X Drive/H&S Department)
• Eminox business quality standard (IATF & ISO 9001) (Induction/Manager/Quality department)
• Eminox Business Excellence Model (Induction/Manager/Quality department)
• All Group and Eminox policies and procedures (Available through Induction/SharePoint/HR Department)

And in addition:

• Understand risk management in the context of IATF as applies to this role 
• Demonstrate and uphold the company values
• Demonstrate a pro-activeness towards personal development

Key skills: 

• Strong personality, with the ability to handle a demanding customer base
  • Tenacious and diligent.
  • Confident and able to communicate on all levels both internal and external
  • Strong interpersonal skills.
  • Excellent communication skills, both written and verbal.
  • Good negotiation skills.
  • The ability and perspective to prioritise and manage several different tasks at once
  • Strong analytical skills, and logical thought process
  • Uncompromising alignment to the business tasks and objectives
  • A high degree of numeracy, attention to detail and accuracy
  • Confident, self-motivated, enthusiastic, conscientious and reliable

In line with our company values all post holders should demonstrate the Eminox core skills and attributes:

Core skills

• Ability to introduce new methods and ideas ensuring a continuous improvement ethos
• Demonstrates attention to detail through all stages of processes
• Can work and communicate effectively with others
• Understands and delivers customer requirements

Core attributes

• Demonstrates integrity by doing the right thing all the time
• Demonstrates energy and determination
• Takes accountability and responsibility
• Values others and common courtesy 
• Holds a completer finisher mentality
• Recognises the value of teamwork