Job Title : CUSTOMER SERVICE MANAGER 🤝

📋 Position Overview

KILONEWTONS is seeking a dynamic, relationship-driven, and results-oriented CUSTOMER SERVICE MANAGER to lead our client success, account management, and B2B support operations in Riyadh 🏙️. In this pivotal role, you will spearhead our client engagement strategies, oversee inquiry resolution channels, and ensure exceptional service delivery for our high-value industrial, steel fabrication, and engineering partners across the Middle East. Your leadership will cement our reputation for unyielding reliability and world-class client care.

🎯 Key Responsibilities

Client Relationship Leadership: Direct and optimize end-to-end customer service operations, client onboarding, and account support workflows for global industrial and B2B accounts. 🌟
Service Quality & SLA Management: Establish, monitor, and enforce key performance indicators (KPIs) and service level agreements (SLAs) to guarantee rapid response times and high satisfaction rates. 📊
Escalation & Dispute Resolution: Act as the primary escalation point for complex client grievances, logistical delays, or technical support inquiries, delivering prompt and amicable solutions. ⚡
Team Mentorship & Training: Lead, mentor, and upskill customer support representatives and account coordinators, fostering a culture of empathy, clarity, and professionalism. 👥
Cross-Functional Collaboration: Partner closely with sales, procurement, logistics, and engineering departments to align client expectations with project delivery milestones. 🤝
CRM & Feedback Integration: Manage customer relationship management (CRM) systems to track client interactions, analyze feedback trends, and identify opportunities for service improvement. 💻
Strategic Client Retention: Design and execute proactive client engagement and retention initiatives to drive long-term partnerships and brand loyalty. 📈

🛠️ Required Qualifications & Experience

Professional Experience: Minimum of 5 years of progressive customer service, client success, or account management experience, preferably within the B2B, heavy industrial, manufacturing, or engineering sector. ⏱️
Educational Background: Bachelor’s degree in Business Administration, Communications, Supply Chain Management, or a related technical/commercial discipline. 🎓
Software Proficiency: Advanced command of enterprise CRM platforms (e.g., Salesforce, HubSpot, or Zendesk), ERP customer modules, and advanced communication/helpdesk ticketing tools. 💻
Industry Acumen: Familiarity with heavy industrial supply chains, engineering project lifecycles, and technical product support. 🏗️
Language Skills: Professional proficiency in English; fluency in Arabic (spoken and written) is mandatory for regional client communications and regulatory liaison in Saudi Arabia. 🗣️

🌟 Soft Skills

Exceptional Communication: Outstanding verbal, written, and active listening skills, capable of communicating complex technical updates with clarity and tact. 💬
Emotional Intelligence & Patience: High empathy and composure under pressure when handling escalated complaints or high-stakes client crises. 🧘
Leadership & Influence: Strong motivational aptitude to lead support teams and align cross-functional departments toward unified client-centric goals. 🤝
Problem-Solving Agility: Rapid analytical thinking to diagnose service bottlenecks and execute creative, customer-first resolutions. 💡

🏢 About KILONEWTONS

At KILONEWTONS, we engineer the backbone of global industrial progress. Operating at the forefront of the iron and steel sector, our brand stands for unyielding strength, precision manufacturing, and unwavering client dedication. Join our world-class leadership team in Riyadh and help us build enduring relationships from the ground up! 🏗️✨

📝 How to Apply

Ready to champion client success with a global industry leader? Submit your resume, cover letter, and professional credentials directly through our careers portal at www.kilonewtons.com or send your application to our HR team today! 🚀💼