Customer Relationship Manager

About the Role

Greenage Ecopack Pvt Ltd is seeking a diligent Customer Relationship Manager to oversee and nurture the company's relationships with existing clients and key accounts. This role demands proactive communication and coordination across various departments to ensure efficient order processing and customer satisfaction.

Key Responsibilities

• Maintain and manage ongoing relationships with current customers and major accounts.
• Coordinate with clients regarding order confirmations, dispatch schedules, and delivery updates.
• Respond promptly to customer inquiries, complaints, and service requests.
• Follow up diligently on quotations, outstanding orders, payments, and customer feedback.
• Collaborate with Sales, Production, Dispatch, and Accounts teams to facilitate smooth order execution.
• Keep customer records, order statuses, and communications up to date within the CRM system.
• Monitor customer satisfaction levels and explore opportunities for repeat sales and cross-selling.
• Compile daily and weekly reports covering customer follow-ups.
• Ensure timely resolution of any customer issues while maintaining high service quality standards.

Candidate Requirements

• Graduate in any field; possession of an MBA is preferred.
• 2 to 5 years of experience in Customer Relationship Management or Sales Coordination roles.
• Excellent communication and interpersonal abilities.
• Proficiency with MS Excel, ERP/CRM software, and email correspondence.
• Strong skills in follow-up, coordination, and problem-solving.
• Capability to concurrently handle multiple customers and prioritize tasks efficiently.

Key Performance Indicators (KPIs)

• Measurement of customer satisfaction scores.
• Customer retention metrics.
• Accuracy of order processing.
• Effectiveness in response and resolution timelines.
• Rate of repeat orders.
• Successful on-time coordination of orders.
• Efficiency in payment follow-up processes.