Customer Relations Manager

Overview

The Customer Relations Manager is responsible for managing customer communication, coordinating service-related activities, and handling commercial administration such as quotations, invoicing, and follow-ups. The role supports technicians, sales teams, and management by providing structured customer engagement, accurate documentation, and efficient processing of service-related transactions.

This is a customer-facing administrative role requiring strong organisational skills, technical understanding of solar PV systems, and the ability to manage multiple service interactions.

• Customer Relationship & Communication
  • Serve as the primary point of contact for customers regarding service queries, support requests, quotations, and progress reporting.
  • Maintain a professional, customer-centred approach in handling queries, concerns, and follow-ups.
  • Schedule site visits, inspections, and service calls in coordination with technical teams.
• Commercial Administration (Quotes, Invoicing & Documentation)
  • Prepare and issue quotations for service work, call-outs, repairs, and replacement components.
  • Arrange purchase orders and ensure alignment between customer requirements and technicians or contractors.
  • Create sales orders and send invoices and credit notes to customers, ensuring accuracy and compliance with pricing structures.
  • Track payment statuses, follow up on outstanding amounts, and coordinate with finance on overdue accounts.
  • Maintain organised electronic records of all customer interactions, quotes, invoices, and supporting documents.
• Service Coordination & Job Flow Management
  • Monitor service tickets and work requests in the CRM or service management system (Hubspot).
  • Track job progress and keep customers updated at key milestones (arrival times, findings, next steps, completion).
  • Ensure technicians receive complete job briefs, including system details, site access information, and required parts/equipment.
  • Communicate contractors’ and technicians’ reports and findings to customers where needed.
• Technical Support Facilitation
  • Understand basic solar PV components (inverters, modules, optimise rs, batteries, balance of system) to communicate effectively with customers.
  • Liaise between customers and technical teams to ensure accurate interpretation of problems and solutions.
  • Track recurring issues to highlight trends for internal improvement.
• Process & Customer Experience Improvement
  • Identify gaps or delays in administrative workflows and propose solutions.
  • Develop and improve templates for service reports and customer communications.
  • Support the implementation of CRM and service management tools to improve efficiency and transparency.
  • Contribute to improving customer satisfaction by standardising response times and communication quality.
• Cross-Functional Coordination
  • Collaborate with sales, technical, procurement, and finance teams to ensure customers receive consistent and accurate information.
  • Coordinate with procurement for parts availability and lead times required for service work.
  • Support management with updates on customer accounts, service performance, and commercial activity.

• Diploma or degree in Business Administration, Renewable Energy, Office Management, or related field.
• 3–6 years experience in customer service or administrative roles, preferably in a technical or solar PV industry environment.
• Experience with CRM systems, invoicing tools, and service management software.
• Good understanding of solar PV system components and service workflows.
• Strong commercial acumen and administrative accuracy.

• Excellent written and verbal communication
• Strong organisational and administrative skills
• Commercial awareness (quoting, invoicing, PO management)
• Customer-centric mindset
• Ability to translate technical information for non-technical clients
• Attention to detail and high accuracy
• Ability to manage multiple priorities
• Problem-solving and follow-through skills
• Professional conduct in challenging customer interactions

• SLA compliance rate (uptime, response time, resolution time)
• Invoice accuracy and on-time billing
• Accuracy and timeliness of customer reports
• Renewal rate of O&M contracts
• Quality and organisation of CRM and service management tools
• Knowledge development of products distributed by the Sustech business unit