Key Account Manager

Position: Customer Service Manager (Equivalent to Key Account Manager)
Company: Swiss-based organization with established business relationships with Toshiba
Location: Laguna, Philippines
Reporting to: Senior Sales Manager (Singapore-based)
Employment Type: Hybrid (includes client site and plant visits)
Work Schedule: Monday to Friday, 9:00 AM – 6:00 PM
Overtime: Allowed when business needs arise

Position Overview
The Customer Service Manager will be responsible for managing strategic accounts, strengthening customer engagement, and supporting the Data Storage Business Unit. This role focuses on maintaining long-term business relationships, gathering market intelligence, and ensuring operational excellence through close coordination with internal and external stakeholders.

Key Objectives
- Build and strengthen customer relationships and engagement.
- Manage strategic accounts and support business growth initiatives.
- Gather market intelligence and defend existing business opportunities.
- Execute business objectives and assigned operational tasks.
- Ensure effective communication and reporting across teams and regions.

Principal Duties and Responsibilities
- Establish and maintain strong relationships with customers in the Philippines.
- Serve as the primary liaison between the company and clients, ensuring clear communication and trust.
- Support long-term partnerships and drive growth with assigned accounts.
- Identify opportunities for upselling, cross-selling, and expanding product adoption.
- Monitor market trends, competitor activities, and customer feedback to provide strategic insights.
- Collaborate with factories and internal teams to resolve quality, delivery, and service concerns.
- Ensure customer satisfaction through proactive follow-up and issue resolution.
- Prepare and submit weekly reports on customer status, key developments, and action plans.
- Maintain and circulate meeting minutes to ensure alignment and accountability.
- Execute tasks and directives assigned by the Head of Business Unit.
- Coordinate with cross-functional teams to ensure timely and effective service delivery.

Key Responsibilities
- Maintain and strengthen relationships with existing customers.
- Support the Senior Sales Manager in customer engagement and technical discussions.
- Address client inquiries related to technical drawings, data storage products, and procurement processes.
- Provide technical and quality-related advice in collaboration with Quality and Engineering teams.
- Work closely with business unit managers to ensure customer satisfaction and service quality.
- Manage supply planning and ensure timely delivery to clients.
- Conduct client and site visits as required.
- Gather market intelligence to support business development and expansion.

Qualifications and Requirements
- Education: Bachelor’s degree in Mechanical Engineering or related discipline (Master’s degree preferred).
- Experience: Minimum of 5 years in customer service, account management, or technical after-sales (preferably in engineering or data storage industries).
- Technical Expertise: Ability to interpret technical drawings and understand data storage solutions.

Skills:
- Strong communication and presentation abilities.
- Proficient in Microsoft Office applications.
- Excellent coordination and problem-solving skills.

Language: Fluent in English and Tagalog.

Preferred Profile:
- Based in Laguna or nearby areas.
- Background in engineering or quality management.
- Willingness to travel frequently to client and plant locations.

Additional Information
- This is a newly created role and the company’s first hire in the Philippines.
- The role will be pivotal in establishing a strong local foundation before further expansion.
- The position primarily supports the Data Storage Business Unit.