Client Relationship Executive

Role & responsibilities:

After the order is placed

• Track every commitment made to the client at the time of order (delivery date, specs, quantity, pricing) and make sure each one is met.
• Keep the client informed on order status without being asked confirmation, production, dispatch, and delivery.
• Coordinate internally with production, dispatch, and accounts to close gaps before the client notices them.

Servicing and payment

• Service the client through the full cycle: order to delivery to payment collection.
• Follow up rigorously on outstanding payments in coordination with Accounts, while keeping the relationship intact.
• Ensure existing clients are satisfied through consistent after-sales service.

Queries, complaints, and escalation

• Resolve client queries and questions promptly, whatever the nature of the issue.
• Act as the point of contact for complaints. Log them, own them, and escalate to the concerned person when needed.
• Close the loop with the client after every complaint confirm it is resolved to their satisfaction.

Feedback and product support

• Always ask clients for honest feedback on product, service, and delivery, and bring it back to management.
• Support clients with information on EHL products and services; guide them to the right option when required.
• Maintain a simple client-wise record of orders, issues raised, resolutions, and feedback.

Preferred candidate profile :-

• Polite, patient disposition.
• Rigorous follow-up — does not let things drop.
• Confident communication, spoken and written, with clients and colleagues.
• Reads the situation and acts accordingly.
• Proactive — anticipates problems rather than reacting to them.
• Thorough knowledge of EHL products and services (to be built in the first 60 days).
• Always reachable on calls during and, when required, outside office hours.