Reports To : General Manager / Director
Job Summary
The CRM Manager will be responsible for managing and strengthening customer relationships, ensuring seamless coordination between customers and internal departments, maintaining CRM records, resolving customer queries, and supporting the sales team to enhance customer satisfaction and business growth. The role requires excellent communication, organizational, and problem-solving skills to deliver exceptional customer service while maintaining operational efficiency.
Key Responsibilities
Customer Relationship Management
- Develop and maintain strong relationships with domestic and international customers.
- Act as the primary point of contact for customer queries and service-related issues.
- Ensure timely response to customer enquiries via phone, email, WhatsApp, and other communication channels.
- Maintain high levels of customer satisfaction through proactive communication.
Order Management & Coordination
- Coordinate with Sales, Production, Quality, Accounts, Dispatch, and Logistics teams for smooth order execution.
- Track customer orders from order confirmation to final delivery.
- Provide customers with regular updates regarding production, dispatch, and delivery schedules.
- Ensure timely documentation and order processing.
CRM & Data Management
- Maintain accurate customer information in the CRM system.
- Update customer interactions, quotations, orders, complaints, and follow-ups.
- Generate daily, weekly, and monthly CRM reports.
- Analyse customer buying patterns and provide insights to management.
Customer Complaint Handling
- Register, investigate, and resolve customer complaints promptly.
- Coordinate with internal departments to ensure timely resolution.
- Maintain complaint records and implement preventive actions.
- Follow up with customers after resolution to ensure satisfaction.
Sales Support
- Assist the sales team in preparing quotations, proforma invoices, customer documentation, and follow-ups.
- Coordinate with key accounts for repeat business opportunities.
- Support customer retention and business development initiatives.
- Ensure timely renewal of contracts and customer agreements where applicable.
Reporting & Analysis
- Prepare CRM dashboards and customer performance reports.
- Monitor customer satisfaction metrics.
- Track pending enquiries, orders, complaints, and follow-ups.
- Present periodic reports to management with recommendations for improvement.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
- MBA will be an added advantage.
Experience
- 3–6 years of experience in Customer Relationship Management, Sales Coordination, or Customer Service.
- Experience in FMCG, Food Processing, Spices, Manufacturing, Export, or Trading industry preferred.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer handling and negotiation abilities.
- Proficiency in MS Office (Excel, Word, PowerPoint).
- Experience working with CRM software and ERP systems.
- Strong analytical and reporting skills.
- Excellent organizational and multitasking abilities.
- Problem-solving mindset with attention to detail.
- Ability to work under pressure and meet deadlines.
- Team coordination and leadership skills.
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
