Customer Relationship Management
- Serve as the primary point of contact for assigned customers.
- Build long-term relationships through regular follow-ups and proactive communication.
- Understand customer requirements and provide timely updates.
- Ensure a high level of customer satisfaction throughout the order lifecycle.
Order Coordination
- Receive customer inquiries and purchase orders.
- Coordinate with production, planning, quality, and dispatch teams regarding order status.
- Monitor order progress and ensure timely deliveries.
- Inform customers immediately of any delays or changes.
Customer Support
- Handle customer complaints professionally and ensure timely resolution.
- Coordinate with internal departments to resolve product or service issues.
- Maintain records of complaints and corrective actions.
Communication
- Respond to customer emails, calls, and WhatsApp messages promptly.
- Share quotations, order confirmations, invoices, dispatch details, and other required documents.
- Keep customers informed about production schedules and shipment timelines.
Documentation & Reporting
- Maintain complete customer records in the ERP/CRM system.
- Update customer profiles, order history, payment follow-ups, and communication logs.
- Prepare daily and weekly customer status reports for management.
Coordination with Internal Teams
- Work closely with Sales, Production, Purchase, Stores, Quality Control, Dispatch, and Accounts departments.
- Ensure seamless communication between customers and factory operations.
Payment Follow-up
- Coordinate with the Accounts department for outstanding payments.
- Send payment reminders politely and professionally.
- Help maintain healthy customer payment discipline.
Customer Retention
- Identify opportunities to improve customer experience.
- Collect customer feedback and recommend process improvements.
- Develop strong customer loyalty through excellent service.
Required Qualifications
- Bachelor's degree in Business Administration, Commerce, Marketing, or a related field.
- 2–5 years of experience in Customer Relationship Management, Sales Coordination, or Customer Support in a manufacturing environment.
- Freshers with excellent communication skills may also apply.
Required Skills
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Good negotiation and problem-solving skills.
- Ability to work under pressure and manage multiple customers simultaneously.
- Strong organizational and time-management skills.
- Proficiency in Microsoft Excel, Word, Outlook, and ERP/CRM software.
- Professional email writing skills.
- Attention to detail and accuracy.
Key Performance Indicators (KPIs)
- Customer satisfaction score.
- Customer retention rate.
- On-time response to customer inquiries.
- On-time order coordination.
- Complaint resolution turnaround time.
- Accuracy of customer documentation.
- Payment follow-up effectiveness.
- Customer feedback rating.
Preferred Experience
- Experience in manufacturing, fabrication, engineering, export, automotive, or industrial sectors.
- Familiarity with purchase orders, quotations, invoices, dispatch documentation, and production coordination.
- Knowledge of ERP software is an added advantage.
Working Hours
- Monday to Saturday
- As per company working hours
Pay: ₹30,000.00 - ₹50,000.00 per month
Experience:
- Customer relationship management: 5 years (Required)
Work Location: In person
