Senior Customer Relationship Manager

Job Title: Senior Customer Relationship Manager
Location: Tirupur
Position Type: Full-Time

A leading trading and manufacturing company specializing in printers, printing machineries, and consumables such as spare parts, paper, ink, dyes, etc. is looking for Senior Customer Relationship Manager.

Position Overview:
The Senior Customer Relationship Manager (Sr. CRM) is responsible for overseeing customer
service operations, ensuring customer satisfaction, and managing service-related activities for
the company s textile printing machinery (digital printers, screen printers, etc.). This includes
handling service inquiries, allocating and coordinating service engineers, monitoring service
visits, ensuring payment collection, and re-engaging customers who are not receiving service.
The Sr. CRM will also track service engineer performance and gather customer feedback to
ensure timely issue resolution and high service quality.
Key Responsibilities:

1. Customer Service Management:
   o Serve as the primary point of contact for all customer service inquiries,
   complaints, and requests.
   o Gather detailed information on customer issues, including machine
   malfunctions, required services, location, and urgency of requests.
   o Track customer complaints from initiation to resolution, ensuring all concerns
   are addressed in a timely manner.
2. Service Engineer Allocation and Coordination:
   o Coordinate and allocate service engineers to customer sites, ensuring that each
   service request is addressed based on the engineer s expertise and the urgency
   of the issue.
   o Ensure that service engineers have the required spare parts, tools, and
   information to perform their work effectively.
   o Monitor the service engineers progress, ensuring they are meeting performance
   standards and resolving issues on time.
3. Service Call Monitoring and Reporting:
   o Maintain accurate records of service calls, including the issue reported, action
   taken, and status of resolution.
   o Create and maintain reports that track the locations visited by service engineers,
   the number of calls completed, and the resolution status.
   o Prepare daily, weekly, and monthly performance reports for service engineers
   and customer service activities.
4. Customer Feedback and Issue Resolution:
   o Follow up with customers after service visits to gather feedback on the quality of
   service and the resolution of their issues.
   o Address unresolved issues, ensuring that any escalations are handled quickly and
   efficiently.
   o Analyze recurring service issues and escalate them to the technical team for
   further investigation and resolution.
5. Machine Service Audits and Customer Retention:
   o Conduct regular visits to customer sites that use screen printing machines,
   identifying customers who have not been receiving adequate service.
   o Engage with these customers to understand their needs and encourage them to
   resume service agreements or requests.
   o Re-establish relationships with lapsed customers and provide tailored solutions
   to ensure their continued satisfaction.
6. Payment Collection:
   o Be responsible for the timely collection of payments from customers, ensuring
   that outstanding balances are settled as per the agreed payment terms.
   o Coordinate with the accounts department to ensure accurate invoicing and
   follow up with customers on overdue payments.
   o Resolve any payment-related issues or discrepancies with customers in a
   professional manner.
7. Customer Relationship Management:
   o Build and maintain long-term relationships with customers, ensuring a high level
   of customer loyalty and satisfaction.
   o Proactively check in with customers to assess their ongoing needs and resolve
   any potential issues before they escalate.
   o Ensure that customers are satisfied with the services provided and that their
   concerns are addressed promptly and effectively.
8. Service Records & Documentation:
   o Keep detailed records of all service activities, customer interactions, and
   payment history for reporting and audit purposes.
   o Document issues, actions taken, and resolutions in customer service databases
   for future reference.
9. Team Collaboration and Reporting:
   o Collaborate with service engineers, technical support teams, and the Service
   Manager to ensure a smooth flow of service operations.
   o Report regularly to the Service Manager on customer service performance,
   issues faced, and resolutions achieved.
10. Additional Responsibilities:
    o As required, take on additional tasks to support the broader objectives of the
    customer service team and company goals.

Years of experience- 8-10 years

CTC : Upto 4.80 LPA

Job Features Job Category Manufacturing