Customer Relationship Manager

Role Overview

We seek a dedicated Customer Relationship Manager to foster and manage relationships with our customers efficiently. This role involves handling customer inquiries, managing orders, and ensuring high levels of customer satisfaction through effective communication and coordination with various internal departments.

Key Duties

• Maintain strong relationships with current customers to promote business continuity.
• Respond to customer inquiries via phone, WhatsApp, email, and other communication tools.
• Proactively follow up on quotations, order processing, payment confirmations, and delivery schedules.
• Collaborate closely with the sales department to capitalize on new customer inquiries and expand sales opportunities.
• Accurately maintain customer and order information in CRM systems or relevant software platforms.
• Monitor and address customer needs to resolve issues promptly and effectively.
• Coordinate interactions among production, warehouse, dispatch, and accounts teams to streamline operations.
• Gather customer feedback regularly to assess satisfaction and service quality.
• Generate daily and weekly reports detailing inquiries, orders, follow-ups, and unresolved matters.
• Identify prospects for recurring orders and upselling potential.
• Manage customer complaints with professionalism, delivering timely and appropriate resolutions.
• Ensure all customer communications and transactions are properly documented.