Customer Relationship Manager

Key Responsibilities

• Manage relationships with existing customers and key accounts.
• Coordinate with customers for order confirmations, dispatches, and deliveries.
• Handle customer inquiries, complaints, and service requests promptly.
• Follow up on quotations, pending orders, payments, and feedback.
• Coordinate with Sales, Production, Dispatch, and Accounts teams for smooth order execution.
• Update customer records, order status, and communication in the CRM system.
• Track customer satisfaction and identify opportunities for repeat and cross-selling.
• Prepare daily and weekly customer follow-up reports.
• Ensure timely resolution of customer issues while maintaining high service standards.

Requirements

• Graduate in any discipline (MBA preferred).
• 2–5 years of experience in Customer Relationship Management or Sales Coordination.
• Strong communication and interpersonal skills.
• Good knowledge of MS Excel, ERP/CRM software, and email communication.
• Excellent follow-up, coordination, and problem-solving skills.
• Ability to manage multiple customers and tasks simultaneously.

Key Performance Indicators (KPIs)

• Customer satisfaction score.
• Customer retention rate.
• Order processing accuracy.
• Response and resolution time.
• Repeat order percentage.
• On-time order coordination.
• Payment follow-up effectiveness.