POSITION OVERVIEW
Rivera Coil Manufacturing India Pvt Ltd is seeking an experienced and customer-focused Customer Relationship Manager (CRM) to strengthen customer engagement, improve customer satisfaction, and support business growth. The incumbent will be responsible for managing customer relationships, handling customer enquiries, coordinating order execution, resolving customer concerns, and ensuring a superior customer experience throughout the customer lifecycle.
The role requires strong communication skills, customer service expertise, relationship-building ability, and experience in coordinating with internal departments to ensure customer satisfaction and retention.
Experience
Minimum 5 to 7 years of experience in Customer Relationship Management, Client Servicing, Customer Support, and Account Management.
Qualification
MBA (Marketing/Business Administration), CA Inter, or any relevant Bachelor's Degree.
Eligibility & Requirements
Open to all qualified applicants.
Candidates with strong customer relationship and client management experience preferred.
Excellent communication and interpersonal skills required.
This position is completely inside sales-oriented; experience in B2B customer handling, lead generation, customer follow-up, quotation management, and sales coordination is preferred.
KEY RESPONSIBILITIES
Customer Relationship Management
❖ Build and maintain strong relationships with existing and prospective customers.
❖ Serve as the primary point of contact for customer enquiries and support.
❖ Ensure high levels of customer satisfaction through proactive communication and service.
❖ Conduct regular follow-ups with customers regarding orders, deliveries, and service requirements.
❖ Develop long-term customer relationships to improve customer retention and loyalty.
Customer Service & Support
❖ Handle customer complaints, concerns, and service requests professionally and efficiently.
❖ Coordinate with internal departments to resolve customer issues promptly.
❖ Ensure timely responses to customer enquiries and business communications.
❖ Monitor customer feedback and implement corrective actions where necessary.
❖ Maintain customer satisfaction records and service performance reports.
Sales Coordination & Business Support
❖ Support Sales & Marketing teams in managing customer accounts and business opportunities.
❖ Coordinate with customers regarding quotations, order status, delivery schedules, and documentation.
❖ Assist in customer onboarding and account management activities.
❖ Identify opportunities for cross-selling and business expansion with existing customers.
❖ Support customer engagement initiatives and business development activities.
ADDITIONAL INSIDE SALES RESPONSIBILITIES
Inside Sales & Lead Management
❖ Handle inbound customer enquiries received through phone calls, emails, websites, and online platforms.
❖ Generate and qualify sales leads through customer interactions, market research, and business databases.
❖ Prepare and submit quotations, proposals, and commercial offers to prospective customers.
❖ Conduct regular follow-ups with customers to convert enquiries into business opportunities.
❖ Maintain sales pipeline records and track enquiry-to-order conversion status.
❖ Coordinate with customers regarding pricing, product specifications, delivery schedules, and commercial requirements.
❖ Support business development activities through proactive customer engagement and relationship building.
❖ Identify new business opportunities and support market expansion initiatives.
❖ Maintain accurate records of customer interactions, enquiries, quotations, and sales activities in CRM systems.
❖ Prepare sales MIS reports, lead tracking reports, customer follow-up reports, and conversion analysis reports.
❖ Work closely with Sales, Marketing, Production, Purchase, and Logistics teams to ensure timely order execution and customer satisfaction.
CRM System & Documentation Management
❖ Maintain customer databases, records, and communication history in CRM systems.
❖ Update customer information, enquiry status, service requests, and follow-up activities.
❖ Generate customer service reports, customer feedback reports, and relationship management MIS reports.
❖ Ensure accurate documentation of customer interactions and business transactions.
Interdepartmental Coordination
❖ Coordinate with Production, Purchase, Quality, Stores, Logistics, Finance, and Sales departments.
❖ Ensure smooth communication between customers and internal teams.
❖ Monitor order execution and ensure commitments made to customers are fulfilled.
❖ Support management in improving customer service processes and operational efficiency.
REQUIRED SKILLS & COMPETENCIES
Skills Required
Customer Relationship Skills
Customer Relationship Management, Customer Retention, Client Servicing, Customer Satisfaction
Customer Service Skills
Complaint Handling, Customer Support, Service Coordination, Issue Resolution
Communication Skills
Verbal Communication, Professional Email Writing, Presentation Skills, Active Listening
Technical Skills
CRM Software, Microsoft Excel, MS Word, PowerPoint, MIS Reporting
Analytical Skills
Customer Data Analysis, Reporting, Problem Solving, Decision Making
Coordination Skills
Interdepartmental Coordination, Customer Follow-up, Account Management
Behavioral Skills
Professional Attitude, Positive Mindset, Adaptability, Team Collaboration
Additional Preferred Skills
Manufacturing Industry Experience, B2B Customer Handling, ERP Software Knowledge
COMPENSATION & BENEFITS
Salary
Best in Industry and negotiable based on the candidate’s experience, skills, and performance during the selection process.
Provident Fund (PF)
As per Employees' Provident Fund & Miscellaneous Provisions Act.
Employee State Insurance (ESI)
Applicable as per statutory norms.
EDLI Coverage
Employees' Deposit Linked Insurance Scheme benefits as per EPFO regulations.
Paid Leave
As per company policy and applicable labour laws.
Professional Development
Customer service, leadership development, and continuous learning opportunities.
Career Growth
Performance-based growth and advancement opportunities within the organization.
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
