Customer Relationship Manager

Key Responsibilities

• Develop and maintain strong relationships with existing and prospective clients.
• Act as the primary point of contact for customer queries, requirements, and concerns.
• Understand customer needs and provide appropriate product and service solutions.
• Follow up on quotations, orders, payments, deliveries, and installations.
• Coordinate with Sales, Estimation, Production, Operations, and Installation teams to ensure timely execution.
• Maintain regular communication with customers throughout the order lifecycle.
• Handle customer complaints and ensure timely resolution.
• Identify opportunities for repeat business, referrals, and upselling/cross-selling.
• Maintain accurate records of customer interactions, follow-ups, and order status.
• Build long-term relationships with architects, builders, contractors, interior designers, developers, and other relevant stakeholders.
• Collect customer feedback and share actionable insights with the management.
• Prepare regular reports on customer status, pending issues, follow-ups, and business opportunities.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer-handling and relationship-management skills.
• Good negotiation and problem-solving abilities.
• Strong follow-up and coordination skills.
• Ability to manage multiple customers and priorities effectively.
• Proficiency in MS Office/CRM tools.
• Knowledge of uPVC/Aluminium windows and doors or the construction/building materials industry will be an advantage.