Senior Executive - CRM

DTDC Express Limited; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading logistics company in Mumbai is seeking a Sr Executive CRM to enhance customer relationships and ensure satisfaction with logistics services. The ideal candidate will engage with customers to promote services, implement retention strategies, and monitor orders. Strong communication skills and a customer-centric approach are essential. This role offers the opportunity to influence service quality and customer satisfaction within a dynamic team environment.

Qualifications

• Proven experience in customer relationship management, preferably in logistics.
• Ability to develop and implement effective customer retention strategies.
• Experience in tracking performance metrics related to customer satisfaction.

Responsibilities

• Engage with existing customers to promote additional services.
• Develop and implement strategies to increase client retention.
• Serve as the primary contact for customer inquiries related to logistics.
• Build and maintain strong relationships with customers.
• Monitor customer order status and provide timely updates.
• Respond to customer inquiries and complaints effectively.
• Collaborate with internal teams to optimize customer experience.
• Track and analyze performance metrics related to service quality.

Skills

Strong communication skills

Attention to detail

Customer-centric approach

Relationship management

Sales awareness

Tools

CRM software

Job description

Overview

We are seeking an Sr Executive CRM to join our dynamic team in the logistics division of our KAM Team. The ideal candidate will be responsible for managing and enhancing relationships with our customers, ensuring their satisfaction with our logistics services, and addressing any concerns or issues they may have. This role requires strong communication skills, attention to detail, and a customer-centric approach.

Responsibilities

• Revenue Growth Initiatives: Proactively engage with existing customers to promote additional services, upsell and cross-sell services to increase revenue per client.
• Customer Retention Strategies: Develop and implement strategies to increase client retention. Leverage customer feedback and insights to identify areas for improvement and tailor solutions to meet customer needs.
• Customer Communication: Serve as the primary point of contact for customers regarding logistics inquiries, concerns, and escalations. Communicate with customers via phone, email, and chat in a professional and timely manner.
• Relationship Management: Build and maintain strong, long-lasting relationships with customers by understanding their needs, preferences, and expectations. Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement.
• Order Tracking and Management: Monitor the status of customer orders throughout the fulfillment and delivery process. Provide customers with timely updates on order status, shipment tracking information, and estimated delivery times.
• Issue Resolution: Respond to customer inquiries and complaints promptly and effectively. Investigate issues, identify root causes, and implement corrective actions to resolve customer concerns and ensure satisfaction.
• Cross-functional Collaboration: Collaborate with internal teams, including logistics operations, customer service, and sales, to coordinate customer requests, address issues, and optimize the overall customer experience.
• Performance Reporting: Track and report key performance metrics related to customer satisfaction, order fulfilment, and service quality. Analyse data to identify trends, patterns, and areas for improvement.