Customer Support Manager

Client Relationship Management  Act as the single point of contact for all communications with assigned clients.  Maintain healthy, long-term relationships through regular calls, emails, and quarterly in-person meetings.  Understand client’s business model, demand cycles, and preferences to forecast requirements accurately.  Collect feedback and proactively resolve issues before they escalate. Order & Communication Management  Receive and confirm monthly/quarterly orders from clients.  Prepare Proforma Invoice (PI) / Quotations and share with clients, ensuring PDC or payment confirmation as per terms.  Coordinate with Production / PPC team to schedule manufacturing according to delivery timelines.  Share dispatch details (invoice, tracking info) promptly with the client.  Liaise with the logistics team to ensure timely and safe delivery. Payment & Credit Control  Track payment due dates based on agreed credit terms.  Ensure timely deposit and reconciliation of client payments.  Follow up on overdue payments in coordination with accounts/finance team.  Maintain credit discipline while balancing relationship health. Client Development & Growth  Identify up-selling and cross-selling opportunities.  Ask for referrals to expand client base.  Explore new product developments in line with client needs.  Maintain order regularity by anticipating seasonal or cyclical demand. Complaint & Issue Resolution  Document and track complaints to closure.  Work with QC, production, and logistics teams to identify root causes.  Ensure corrective measures are communicated back to the client.