Customer Relationship Manager

Santiago Life Sciences Pvt Ltd; Jabalpur; On-site; INR 450,000 - 750,000; Full time

Job summary

Santiago Life Sciences Pvt Ltd in India seeks a Customer Relationship Manager to maintain strong client relationships, handle inquiries, and support business growth through effective communication and timely follow-ups.

You will coordinate with sales, billing, warehousing and dispatch teams, manage customer data in the CRM, and help retain customers by addressing complaints and enabling smooth order progression.

Qualifications

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

Responsibilities

• Build and maintain long-term relationships with existing customers.
• Respond to customer queries, complaints, and feedback professionally.
• Coordinate with sales, billing, warehouse, and dispatch teams to ensure timely updates.
• Maintain accurate customer records and update information in the CRM.
• Support the sales team in achieving retention and growth targets.
• Record and coordinate resolution of customer complaints until closure.

Skills

Communication skills

Telephone etiquette

Follow-up

MS Excel

CRM software

Organizational skills

Tools

CRM software

MS Excel

Job description

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

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.

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.

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.

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.

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.

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