The Customer Relationship Manager (CRM) is responsible for maintaining strong relationships with customers by following up on product dispatch, coordinating after-sales services, and managing payment collection. The primary goal is to ensure a seamless customer experience, timely delivery of products or services, and prompt resolution of any issues related to after-sales service. This role also involves consistent communication with customers regarding payment schedules and collections.

Key Responsibilities:

1. Follow-up on Dispatch:

• Coordinate with the logistics and operations team to ensure timely dispatch of goods or services.
• Keep customers informed about the status of their orders, including expected delivery dates and any potential delays.
• Provide customers with dispatch details such as shipment tracking numbers, delivery timelines, and necessary documentation.

1. After-Sales Service:

• Act as the primary point of contact for customers after the sale is completed.
• Address any product or service-related issues, including complaints, repairs, or warranty claims.
• Coordinate with the technical team or service department to resolve customer concerns promptly.
• Conduct follow-up calls or visits to ensure customer satisfaction with the product and service.

1. Payment Collection:

• Follow up with customers for pending payments according to agreed payment terms.
• Monitor and track invoices, sending reminders for overdue payments.
• Collaborate with the accounts department to manage outstanding payments and provide reports on collections.
• Negotiate payment schedules if required, ensuring timely collection without damaging customer relationships.

1. Customer Communication & Relationship Management:

• Maintain regular contact with customers to ensure ongoing satisfaction.
• Build and nurture long-term relationships with key customers to encourage repeat business.
• Address any customer queries, escalating issues as necessary to resolve them efficiently.

1. Internal Coordination:

• Liaise with internal teams such as sales, logistics, accounts, and customer service to ensure smooth coordination across departments.
• Provide feedback from customers to relevant departments for process improvements.

1. Record Keeping and Reporting:

• Maintain detailed records of all customer interactions, dispatch details, service requests, and payment status.
• Generate periodic reports on dispatch status, service performance, and collections for management review.