Customer Relationship Executive

MSK; Udaipur District; On-site; INR 600,000 - 900,000; Full time

Job summary

MSK is seeking a proactive Client Relations and Operations coordinator to liaise with auditors, manage customer interactions, and ensure service excellence. The role involves cross-functional collaboration with operations, sales, and marketing to deliver accurate information and timely certificates, while driving repeat business and customer satisfaction.

The position requires you to handle diverse duties from compliance checks and invoicing to market research and client communications, with

Responsibilities

• Coordinate with auditors on operations audits (ISO 17025, ISO 9001).
• Leave sanction, increment recommendations, and performance management of Office Assistants.
• Handle miscellaneous tasks as assigned byManagement.
• Address customer needs and ensure satisfaction.
• Coordinate with operations and Lab; compile data and share with customers via MSK IMS or other channels, ensuring accuracy, timeliness, and alignment with requirements.
• Ensure timely certification, billing, and invoicing for certificates with work orders.
• Monitor credit limits for each customer before new job/vessel hosting.
• Aim for repeat orders from existing customers.
• Coordinate result finalization for vessels.
• Prepare MIS reports (LP DP variation, Activity Report, Turn Around Time, KPIs, Market share).
• Regularly visit customers.
• Promote best services via EADA tools (e.g., APT, I-APT e-booklet).
• Perform other tasks assigned by management.
• Seek repeat orders from existing customers.
• Conduct customer satisfaction surveys and analyze feedback for improvements.
• Develop and maintain relationships with key decision-makers in client organizations.
• Provide product/service demonstrations and training for clients as needed.
• Identify upsell and cross-sell opportunities within client accounts.
• Collaborate with sales to create customized solutions or proposals.
• Resolve customer complaints promptly and satisfactorily.
• Monitor industry trends and competitors to spot opportunities or threats.
• Participate in industry events to network and promote offerings.
• Conduct market research to identify potential new clients or segments.
• Develop and implement customer retention strategies to reduce churn.
• Provide regular updates on customer feedback, sales activities, and trends.
• Collaborate with marketing to create campaigns for existing clients.
• Stay informed on regulatory changes or industry standards affecting clients.
• Conduct regular check-ins with clients to assess satisfaction and address concerns.
• Analyze sales data and client behavior to improve processes or efficiency.
• Assist in pricing strategy development and contract negotiations.
• Build and maintain a comprehensive client database with contact/history.
• Coordinate with HR, operations to meet client needs effectively.

Job description

Role & responsibilities

Job description

Role & responsibilities

• 1. Coordinating with auditors on operations audit such as ISO 17025 and ISO 9001 etc.
• 2. Leave sanction, increment recommendation, performance management of Office Assistants
• 3. Any other work assigned by Management.
• 4. Look after all customer needs and ensuring customer satisfaction.
• 5. Coordinating with operations, Lab, and compiling information and submitting same to
  customers through MSK IMS or other means of Communication in a manner that is comprehensive,
  accurate , in time and matching customer requirement information.
• 6. Ensure timely Certification, Billing, and Invoicing of Certificates with Work order.
• 7. Tracking credit limits for each customer prior to new job/ vessel hosting.
• 8. Getting repeat orders from existing customers.
• 9. Coordination on result finalization for vessels.
• 10. Preparing related MIS such as LP DP result variation, Activity Report, Turn Around Time, Key
  Performance Indicators, Market share etc.
• 11. Regular visiting customers.
• 12. Assure best services through EADA tools, like APT, I-APT e-booklet etc.
• 13. Any other task/assignment given by the management.
• 14. Getting repeat orders from existing customers.
• 15. Conducting customer satisfaction surveys and analysing feedback to identify areas for
  improvement.
• 16. Developing and maintaining strong relationships with key decision-makers within client
  organizations.
• 17. Providing product or service demonstrations and training sessions for clients as needed.
• 18. Identifying upsell and cross-sell opportunities within existing client accounts.
• 19. Collaborating with the sales team to develop customized solutions or proposals for clients.
• 20. Resolving customer complaints or issues in a timely and satisfactory manner.
• 21. Monitoring industry trends and competitor activities to identify potential business
  opportunities or threats.
• 22. Participating in industry events, conferences, or trade shows to network and promote
  company offerings.
• 23. Conducting market research to identify potential new clients or market segments.
• 24. Developing and implementing customer retention strategies to reduce churn and increase
  customer loyalty.
• 25. Providing regular updates and reports to management on customer feedback, sales
  activities, and market trends.
• 26. Collaborating with marketing teams to develop promotional materials or campaigns
  targeted at existing clients.
• 27. Keeping abreast of regulatory changes or industry standards that may impact client
  operations.
• 28. Conducting regular check-ins with clients to assess satisfaction levels and address any
  concerns proactively.
• 29. Analyzing sales data and client behavior to identify opportunities for process improvement
  or efficiency gains.
• 30. Assisting in the development of pricing strategies and negotiating contracts or service
  agreements with clients.
• 31. Developing and maintaining a comprehensive client database with accurate contact
  information and interaction history.
• 32. Collaborating with internal teams, such as HR, operations, to ensure client needs are met
  effectively.