Customer Relationship Manager

Job Description – Customer Relationship Manager (CRM)

Job Title: Customer Relationship Manager (CRM)

Department: Sales & Customer Relations

Location: Greater Noida

Reporting To: Sales Head / Business Development Manager

Job Summary

The Customer Relationship Manager (CRM) is responsible for managing relationships with key customers, ensuring exceptional customer satisfaction, driving repeat business, and coordinating with internal teams for seamless order execution. The role focuses on customer retention, timely deliveries, issue resolution, payment follow-ups, and identifying business growth opportunities from existing clients.

Key Responsibilities

Customer Relationship Management

• Build and maintain strong relationships with existing and key customers.
• Serve as the primary point of contact for assigned customer accounts.
• Conduct regular customer follow-ups to ensure satisfaction and long-term business relationships.
• Understand customer requirements and provide appropriate solutions.

Business Development (Existing Customers)

• Generate repeat business and maximize revenue from existing customers.
• Identify cross-selling and upselling opportunities.
• Coordinate with the Sales team to achieve customer-wise sales targets.
• Track customer buying patterns and recommend business growth opportunities.

Order & Dispatch Coordination

• Receive and review customer Purchase Orders (POs).
• Coordinate with Production, Planning, Quality, Stores, and Dispatch teams for timely order execution.
• Ensure on-time material dispatch as per customer requirements.
• Provide customers with regular order and shipment status updates.

Customer Complaint & Issue Resolution

• Handle customer complaints professionally and ensure timely resolution.
• Coordinate with internal departments to resolve quality, delivery, and service issues.
• Monitor complaint closure timelines and implement corrective actions.

Payment Follow-up

• Coordinate with the Accounts team to monitor outstanding payments.
• Follow up with customers for timely payment collection.
• Resolve invoice, documentation, and payment-related queries.

Reporting & MIS

• Prepare daily, weekly, and monthly customer reports.
• Maintain accurate customer records, order status, complaint logs, and payment follow-up reports.
• Present customer performance and service metrics to management.

Internal Coordination

• Work closely with Sales, Production, Planning, Quality, Logistics, Dispatch, and Accounts teams.
• Ensure smooth communication between customers and internal departments.
• Escalate critical customer issues to management when required.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Customer Retention Rate
• Repeat Business Growth
• On-Time Delivery Performance
• Complaint Resolution Turnaround Time (TAT)
• Payment Collection Efficiency
• Outstanding Receivables
• Customer Response Time

Qualifications

• Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
• MBA (preferred).

Experience

• 3–7 years of experience in Customer Relationship Management, Key Account Management, Sales Coordination, or Customer Service in a manufacturing environment.

Skills Required

• Excellent verbal and written communication.
• Strong customer relationship and account management skills.
• Negotiation and conflict resolution abilities.
• Good analytical and problem-solving skills.
• Proficiency in Microsoft Excel, ERP systems, and Microsoft Office.
• Strong coordination, planning, and organizational skills.
• Ability to work under pressure and meet deadlines.

Preferred Industry

Manufacturing, Packaging, FMCG, Printing, Industrial Products, or B2B Sales.