Customer Relationship Manager

Job Description Customer Relationship Manager (CRM)

Department: Sales & Customer Relations
Job Title: Customer Relationship Manager
Reports To: Sales Manager / Director

Job Summary

The Customer Relationship Manager is responsible for maintaining strong customer relationships, managing customer enquiries, ensuring customer satisfaction, coordinating with internal departments, and supporting business growth through effective communication and timely follow-ups.

Key Responsibilities

1. Customer Relationship Management
   
• Build and maintain long-term relationships with existing customers.
• Handle customer queries, complaints, and feedback professionally.
• Ensure high levels of customer satisfaction and retention.
2. Customer Enquiry & Follow-up
   
• Respond to customer calls, emails, WhatsApp messages, and enquiries.
• Follow up on pending enquiries, quotations, orders, and payments.
• Maintain regular communication with customers regarding their requirements.
3. Order Coordination
   
• Coordinate with the sales, billing, warehouse, and dispatch teams.
• Monitor order status and ensure timely updates to customers.
• Resolve order-related issues and communicate delays promptly.
4. Customer Data Management
   
• Maintain accurate customer records, contact details, and interaction history.
• Update customer information in the CRM software or company database.
• Prepare daily follow-up reports and customer activity reports.
5. Sales Support & Retention
   
• Identify repeat business opportunities and customer requirements.
• Follow up with inactive customers to encourage repeat orders.
• Support the sales team in achieving customer retention and business growth targets.
6. Complaint Handling
   
• Record customer complaints and coordinate for timely resolution.
• Follow up until the issue is resolved and customer confirmation is received.

Required Skills

• Excellent communication and interpersonal skills.
• Good telephone etiquette and professional email writing.
• Strong follow-up, coordination, and problem-solving abilities.
• Basic computer knowledge, MS Excel, and CRM software.
• Good organizational skills and attention to detail.

Performance Indicators (KPIs)

• Customer satisfaction and retention rate.
• Timely completion of customer follow-ups.
• Response time to customer enquiries.
• Complaint resolution time.
• Repeat orders and customer reactivation.
• Accuracy of customer records and daily reports.Role & responsibilities

Preferred candidate profile

Perks and benefits