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Senior Customer Relationship Advisor

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Date: 11 Oct 2024

Location: Cologne, DE, 50829

Company: LRQA

Job ID:41090
Location:Cologne : Butzweilerhofallee 3
Position Category:Client Management
Position Type:Employee Fixed Term

The Senior Customer Relationship Advisor is responsible for ensurinig a positive customer journey by providing a high level of specialist support in client relationship management as the single point of contact for planning to certification production through to invoice.

Guiding and undertaking a range of complex activities, resolving complex queries for customers by being a professional sparring partner for the Client and actively participate in monthly and quarterly review meetings.

What will you do?

Responsible for planning visits/activities and associated admin tasks for (large) customer accounts, assigned (local/international) accounts or special local products, in line with client and business needs through effective and efficient allocation of the right field force resources, ensuring the right auditors are being used and optimised in the right place, and at the right cost to achieve utilisation targets and compliance with accreditation requirements.
Prioritise, plan, and ensure completion of customer planning activity, in line with or ahead of agreed business SLAs.
Be the single point of contact for the whole customer journey, from planning, to issuing certificates and invoicing.

Ensure that utilisation for permanent colleague’s vs subcontractors is optimised and that travel time, auditor competencies/ activity codes, usage of subcontractors is taken into account.
Guard the audit team composition, due dates of the audits and certificates.

Provide support on ad hoc re- or planning activities when required. Prioritize on utilisation and the needs of the customer.
Be the single point of contact for (large) customer accounts and assigned (local/international) accounts or special products
Manage complex business queries regarding invoices, certificates, and planning.
Work collaboratively/ flexibly across all SDS teams, escalating tasks as required.
Take ownership for resolving customer queries escalated from other SDS teams.
Support and mentor less experienced colleagues and share knowledge of LRQA products, processes and designated customers and encourage knowledge development. Liaise with and provide support to other offices/ departments as required. Assist in sourcing, training, and coaching of new colleagues in the team
Responsible for the accuracy and completeness of data in LRQA systems

What will you bring

Bachelor’s degree with at least 3 years' experience in a planning role managing large clients and/or complex products. Or at least 3-4 years’ experience in a planning role managing large client and or complex products
Good verbal and written communication skills in English & German, with demonstrated skills in business language.
Able to work on multiple tasks and to tight deadlines with a high level of accuracy
Demonstrated skills & knowledge in Business Operating System (BOS) or equivalent
Capability to work in different business systems, able to test enhancements in the system and suggest improvements to system and processes.
Effective communication and negotiation skills with internal and external clients to meet their business and their business demands, such as changes in schedules

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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