Customer Relationship Manager

Job Summary :

We are looking for an experienced and customer-focused Customer Relationship Manager (CRM) to manage client relationships, understand customer requirements, ensure timely order coordination, and maintain long-term business relationships. The candidate will work closely with the sales, production, dispatch, and accounts teams to ensure a smooth customer experience.

Key Responsibilities :

• Manage and maintain strong relationships with existing customers.
• Regularly communicate with customers regarding orders, requirements, deliveries, and payments.
• Understand customer requirements and coordinate with the sales team accordingly.
• Follow up on quotations, samples, orders, and pending enquiries.
• Maintain accurate customer records and update CRM/customer databases.
• Coordinate with internal departments for timely order processing and delivery.
• Handle customer queries, complaints, and service-related issues professionally.
• Ensure timely resolution of customer complaints and follow up until closure.
• Take regular feedback from customers and identify opportunities for improvement.
• Follow up with customers for repeat orders and new business opportunities.
• Coordinate with the accounts team regarding outstanding payments when required.
• Prepare customer follow-up reports and maintain daily/weekly activity records.
• Track customer orders from confirmation to final dispatch.
• Maintain proper communication with key clients and important accounts.
• Support the sales team in achieving customer retention and revenue targets.