Customer Relations Manager

Ablecold Logistics; Gurugram District, Bengaluru; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Ablecold Logistics in Gurugram, India seeks a Customer Relations Manager to be the single point of contact for assigned clients, owning the complete client experience across operations, service delivery, and commercial engagement.

You will coordinate with warehousing, transport, and intercity teams to ensure on-time, temperature-controlled, and damage-free delivery, while driving cross-sell opportunities and revenue growth from existing accounts.

Qualifications

• 3–6 years in B2B customer relationship management or key account roles.
• Strong understanding of service delivery and operational workflows.
• Excellent communication and negotiation skills.
• Ability to balance operational execution with commercial growth.

Responsibilities

• Act as the primary SPOC for clients and own the client experience across operations, service delivery and commercial engagement.
• Coordinate with warehouse, transport, and inter-city operations teams to ensure seamless execution.
• Ensure on-time, temperature-compliant, and damage-free delivery of goods.
• Proactively manage service issues, escalations, and root-cause resolution.
• Build strong, long-term relationships with client stakeholders.
• Identify opportunities for cross-sell and upsell across warehousing, transportation and value-added services.
• Lead commercial discussions, pricing negotiations, and contract renewals with clients.
• Track client performance metrics, service levels and satisfaction scores.
• Work with internal teams to improve processes and service reliability.
• Ensure accurate billing, dispute resolution and timely collections support.

Skills

CRM leadership

Negotiation

Stakeholder management

Cross-functional collaboration

Communication

Education

Bachelor's degree in Business/Commerce/Related

Job description

Role Overview

• The Customer Relations Manager (CRM) will act as the single point of contact (SPOC) for assigned clients, owning the complete client experience across operations, service delivery, and commercial engagement.
• This role sits at the intersection of operations, sales, and account management, ensuring smooth day-to-day execution while identifying opportunities to cross-sell and grow revenue share from existing customers.

Key Responsibilities

• Act as the primary SPOC for clients for all operational and service-related matters.
• Coordinate with warehouse, transport, and inter-city operations teams to ensure seamless execution.
• Ensure on-time, temperature-compliant, and damage-free delivery of goods.
• Proactively manage service issues, escalations, and root-cause resolution.
• Build strong, long-term relationships with client stakeholders.
• Identify opportunities for cross-sell and upsell across warehousing, transportation, and value-added services.
• Lead commercial discussions, pricing negotiations, and contract renewals with clients.
• Track client performance metrics, service levels, and satisfaction scores.
• Work closely with internal teams to improve processes and service reliability.
• Ensure accurate billing, dispute resolution, and timely collections support.

Required Skills & Experience

• 3-6 years of experience in B2B customer relationship management, key account management, or client-facing operations roles.
• Strong understanding of operational workflows and service delivery.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to balance operational execution with commercial growth.
• Strong problem-solving mindset and ability to manage escalations.
• High sense of ownership and comfort working in a fast-paced startup environment.

Key Success Metrics

• Client satisfaction and retention
• Service-level adherence (OTIF, At Temperature compliance)
• Revenue growth from existing accounts (cross-sell / upsell)
• Reduction in escalations and service issues
• Timely closures of commercial negotiations and renewals
• On time in full receivables