Position: Customer Relationship Manager (CRM)
Department: Sales / Customer Service
Location: Manufacturing Unit
Job Summary
The Customer Relationship Manager (CRM) is responsible for maintaining strong relationships with customers by ensuring timely communication regarding order status, outstanding payments, and coordination with internal departments for smooth order execution and delivery.
Key Responsibilities
1. Customer Order Updates
- Provide regular updates to customers regarding order status, production progress, dispatch schedules, and delivery timelines.
- Respond promptly to customer inquiries through email, phone calls, and other communication channels.
- Ensure customer concerns are addressed and resolved in a timely manner.
2. Outstanding Payment Follow-up
- Follow up with customers through email and phone calls regarding pending payments and outstanding balances.
- Maintain records of payment follow-ups and customer commitments.
- Coordinate with the Accounts Department for payment status and reconciliation.
3. Purchase Order Coordination
- Receive and review customer purchase orders (POs).
- Coordinate with Planning, Inventory, Production, and Dispatch teams to ensure timely order execution.
- Monitor order progress from receipt of PO to final dispatch.
- Communicate any delays, shortages, or changes to customers proactively.
4. Customer Relationship Management
- Build and maintain long-term relationships with existing customers.
- Ensure high levels of customer satisfaction through effective communication and service.
- Gather customer feedback and share improvement suggestions with management.
5. Documentation & Reporting
- Maintain customer records, order details, and communication history.
- Prepare daily/weekly reports on order status, outstanding follow-ups, and customer issues.
- Ensure all customer-related documents are properly maintained and updated.
Required Skills
- Excellent verbal and written communication skills.
- Strong coordination and follow-up abilities.
- Good knowledge of MS Excel, Outlook, and ERP systems.
- Ability to handle multiple customer accounts simultaneously.
- Problem-solving and customer service orientation.
Qualification & Experience
- Graduate in any discipline (MBA/PGDM preferred).
- Minimum 2–5 years of experience in customer service, CRM, sales coordination, or the manufacturing industry.
- Experience in handling customer orders, dispatch coordination, and payment follow-ups will be preferred.
Key Performance Indicators (KPIs)
- Timely customer order updates.
- Outstanding payment recovery follow-up effectiveness.
- On-time order execution and dispatch coordination.
- Customer satisfaction and response time.
- Accuracy of reports and documentation.
Pay: ₹22,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
