Customer Relationship Manager

Job Description:

• Act as the primary point of contact for clients, addressing inquiries, complaints, and ensuring timely resolutions.
• Foster and maintain long-term relationships with existing clients to ensure loyalty and repeat business.
• Regularly communicate with clients to update them on test progress / outcomes.
• Identify potential clients and generate new business opportunities through networking, industry events, and referrals.
• Promote lab services, including metallurgical testing, chemical analysis, mechanical testing, and other specialized offerings.
• Coordinate with technical teams to ensure timely and accurate testing and reporting for clients.
• Track project timelines, resolve delays, and ensure adherence to quality standards.
• Monitor client satisfaction levels through feedback and surveys.
• Address concerns and implement improvements to enhance the client experience.
• Maintain accurate records of client interactions, contracts, and communications.
• Provide regular reports on client activity, sales performance, and retention metrics to senior management.
• Ensure all client engagements comply with relevant ISO standards, safety protocols, and ethical practices.
• Stay informed about industry trends and changes in testing standards and share updates with clients.

Desired Profile:

• Bachelors degree in Science, Materials Science, Engineering, or a related field.
• Prior experience in customer relationship management, sales, or business development in a material testing lab or similar technical environment.
• Familiarity with testing services like metallurgical analysis, chemical testing, mechanical testing, etc.