· Map and monitor every stage of the customer experience—from order placement to post-delivery follow-up.
· Proactively engage with customers post-delivery to collect feedback, resolve issues, and identify improvement areas.
· Track and manage customer-specific preferences, requirements, and feedback in a structured manner.
· Work with the sales team to maintain regular personal touchpoints with key customers (greetings, festival gifts, milestone recognition, etc.).
· Segment customers by value and design appropriate engagement plans (e.g., special attention to Tier 1 accounts).
· Maintain a visit calendar and ensure leadership/sales team achieves the set monthly target for in-person meetings.
· Identify bottlenecks or pain points in the current customer experience, suggest and implement improvements.
· Collaborate with Sales, CRE, Dispatch, and Production to ensure a seamless and responsive customer journey.
· Implement and maintain systems (CRM or equivalent) for automated order updates, delivery notifications, and greetings.
· Ensure all important customer communications are timely, consistent, and not person-dependent.
· Develop and execute new ideas for customer delight—small gestures, surprise gifts, informative updates, customer appreciation events, etc.
· Pilot innovative initiatives, collect feedback, and scale up what works.
· Track key metrics (NPS/CSAT, response time, on-time delivery %, customer visit completion, customer complaints/issues logged & resolved, etc.).
· Present monthly and quarterly reports on customer experience and retention trends.
Job Type: Full-time
Pay: ₹45,000.00 - ₹55,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Experience:
- Customer service: 4 years (Required)
- Sales coordination: 4 years (Required)
- SAP Manufacturing: 4 years (Preferred)
- B2B: 4 years (Required)
- CRM software: 4 years (Required)
Work Location: In person
