Customer Relationship Manager

Job Description CRM (Customer Relationship Management)
Department: Sales / Customer Relations
Location: Pisoli, Pune
Experience: 1 To 3 Years
Employment Type: Full-Time
Job Purpose
To ensure smooth order coordination, material dispatch, logistics, customer communication and payment follow-up, while maintaining strong relationships with customers and internal stakeholders.
Key Responsibilities

• Coordinate material dispatches as per customer requirements and delivery schedules.
• Plan and coordinate logistics, transportation and delivery with internal teams and transporters.
• Track shipments and provide timely delivery updates to customers and stakeholders.
• Coordinate with Production, Stores, Accounts, Sales and Dispatch teams for smooth order execution.
• Follow up with customers and relevant stakeholders for pending payments and outstanding receivables.
• Maintain accurate records of orders, dispatches, deliveries, invoices and payment status.
• Handle customer queries related to orders, deliveries, documentation and payments.
• Ensure timely sharing of invoices, e-way bills, delivery challans and other required documents.
• Monitor pending deliveries, delayed orders and payment issues and escalate them to management when required.
• Maintain regular communication with customers to ensure customer satisfaction and timely closure of issues.
• Prepare regular MIS reports for dispatch, logistics, collections and pending orders.

Required Skills

• Strong communication and follow-up skills.
• Good coordination and organizational abilities.
• Basic understanding of logistics, dispatch and billing processes.
• Proficiency in MS Excel / Google Sheets and CRM/ERP systems.
• Strong attention to detail and ability to manage multiple follow-ups.

Key KPIs

• On-Time Dispatch & Delivery
• Payment Collection / Outstanding Follow-up
• Order & Delivery Accuracy
• Customer Query Resolution
• Logistics Cost & Coordination Efficiency