Customer Relationship Manager

Job Summary:

The Customer Relationship Manager (CRM) is responsible for leading and managing the CRM team, ensuring excellent customer service, maintaining strong customer relationships, improving customer satisfaction and retention, and supporting business growth. The role includes supervising team performance, monitoring customer interactions, coordinating with internal departments, and ensuring timely resolution of customer queries and complaints.

Key Responsibilities:

• Lead, manage, and mentor the CRM team.
• Allocate daily tasks and monitor team performance.
• Ensure timely customer follow-ups through calls, WhatsApp, and other communication channels.
• Build and maintain strong relationships with existing and potential customers.
• Monitor customer satisfaction and resolve escalated customer complaints.
• Coordinate with the Sales, Dispatch, Warehouse, Billing, and Accounts departments to ensure smooth order execution.
• Review pending orders, customer issues, and follow-up status on a daily basis.
• Ensure accurate maintenance of customer records and CRM data.
• Monitor payment follow-ups and coordinate with the Accounts team.
• Prepare daily, weekly, and monthly CRM performance reports.
• Train CRM team members on customer handling, communication, and company processes.
• Develop strategies to improve customer retention, repeat business, and overall customer experience.
• Set performance targets for the CRM team and conduct regular performance reviews.
• Identify process improvements to enhance customer service efficiency.
• Report team performance, customer feedback, and key business insights to management.

Requirements:

• Bachelor's degree
• Excellent communication skills, including active listening
• Ability to multitask, prioritize, and manage time effectively
• Positive attitude and strong work ethic
• Good written and verbal communication skills
• MS Excel
• Experience as a team lead
• Tally ERP/Pime knowledge
• Efficiency in basic calculations(Discount,Interest)