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.

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. Technical Support Facilitation

· Understand basic solar PV components (inverters, modules, optimisers, 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.

5. 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.

6. 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.

Qualifications & Experience

· 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.

Key Competencies

· 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

Performance Indicators (KPIs)

· 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