Job Title: Customer Relationship Manager (CRM)
Department: Sales & Marketing
Reporting To: Sales Manager / Managing Director
Location: Maa Satti Jewels Pvt. Ltd., Jaipur
Job Summary
The Customer Relationship Manager (CRM) is responsible for developing and maintaining strong relationships with existing and prospective customers. The role focuses on ensuring customer satisfaction, managing client communication, coordinating with internal departments, resolving customer concerns, and contributing to business growth through excellent service and relationship management.
Key Responsibilities
- Build and maintain long-term relationships with existing clients.
- Handle customer inquiries through phone, email, WhatsApp, and other communication channels.
- Coordinate with the Sales, Production, Inventory, and Dispatch teams to ensure timely order execution.
- Follow up with customers regarding quotations, orders, payments, deliveries, and feedback.
- Maintain accurate customer records and update CRM software regularly.
- Prepare quotations, Proforma Invoices (PI), purchase orders, and sales documentation.
- Resolve customer complaints and ensure prompt issue resolution.
- Coordinate with key clients regarding product requirements, order status, and delivery schedules.
- Generate repeat business by maintaining excellent customer service.
- Identify opportunities for upselling and cross-selling products.
- Prepare daily, weekly, and monthly customer activity reports.
- Monitor customer satisfaction and collect feedback for service improvement.
- Assist the Sales team in achieving revenue and customer retention targets.
- Support domestic and international customer communications whenever required.
- Maintain confidentiality of customer and company information.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
- 2–5 years of experience in Customer Relationship Management, Sales Coordination, or Client Servicing.
- Experience in the jewellery manufacturing or retail industry will be preferred.
Skills & Competencies
- Excellent verbal and written communication skills in English and Hindi.
- Strong interpersonal and relationship-building skills.
- Good negotiation and customer-handling abilities.
- Proficiency in Microsoft Office (Excel, Word, Outlook).
- Experience with CRM software or ERP systems.
- Strong organizational and time-management skills.
- Ability to manage multiple customer accounts simultaneously.
- Problem-solving and conflict-resolution skills.
- Attention to detail and documentation accuracy.
Key Attributes
- Customer-focused and service-oriented.
- Positive attitude and professional behavior.
- Self-motivated and proactive.
- Strong follow-up skills.
- Ability to work under pressure and meet deadlines.
- Team player with excellent coordination skills.
Working Hours
- Monday to Saturday
- 9 Hour Day Shift (Time may differ a bit)
- Additional hours may be required based on business requirements.
Preferred Skills
- Knowledge of jewellery products and manufacturing processes.
- Experience in B2B customer handling.
- Advanced Excel and reporting skills.
- Email drafting and business correspondence.
- ERP/CRM software knowledge.
Key Performance Indicators (KPIs)
- Customer satisfaction and retention rate.
- Timely response to customer inquiries.
- Order processing and coordination efficiency.
- Customer complaint resolution time.
- Accuracy of customer records and documentation.
- Repeat business from existing customers.
- Achievement of customer service and sales support targets.
- Quality of coordination with internal departments.
Job Type: Full-time
Pay: ₹15,000.00 - ₹60,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Experience:
- Jewelry sales: 1 year (Preferred)
Language:
Work Location: In person
