Customer Relationship Manager (CRM)

Job Title: Customer Relationship Manager (CRM)
Company Name: HR Steel Industries
Location: Sankrail Industrial Park, Howrah, West Bengal
Department: Sales & Marketing
Reports to: Director

Company Overview:
HR Steel Industries is a dynamic and rapidly growing organization committed to delivering exceptional products and services to our customers. With a focus on innovation, quality, and customer satisfaction, we foster a culture of teamwork, continuous improvement, and professional growth. As part of our ongoing expansion, we are seeking a talented and experienced Customer Relationship Manager (CRM) to join our team and help drive customer success and satisfaction.

Job Purpose:
The CRM will play a crucial role in managing customer relationships, understanding their needs, and ensuring long-term satisfaction with HR Steel Industries' products and services. The successful candidate will also work closely with the sales and operations teams to address customer concerns, maintain accurate data, and foster continuous improvement in customer service.

Key Responsibilities:

1. Customer Relationship Management:
• Build and maintain strong, long-lasting relationships with key customers, ensuring high levels of customer satisfaction and loyalty.
• Act as the primary point of contact for customer inquiries, concerns, and support requests, ensuring timely and effective resolution.
• Understand customer needs and provide tailored solutions to meet their requirements.

1. Data Management & Reporting:
• Utilize advanced Excel and Google Sheets to manage customer data, track orders, and monitor key performance indicators (KPIs) related to customer satisfaction and product delivery.
• Prepare regular reports on customer activities, feedback, and sales performance for internal teams.
• Analyze customer trends, identify opportunities for improvement, and provide recommendations to enhance service delivery.

1. Collaboration with Sales & Operations:
• Work closely with the sales team to identify opportunities for cross-selling and upselling products to existing customers.
• Collaborate with the operations team to ensure the accurate and timely delivery of products to customers.
• Provide input into product development and feedback from customers to improve the overall product offering.

1. Problem-Solving & Conflict Resolution:
• Address customer complaints and issues effectively, striving for solutions that ensure customer satisfaction and retention.
• Act as an advocate for the customer within the company, working to resolve problems quickly and efficiently.

1. Customer Feedback & Surveys:
• Implement and manage regular customer satisfaction surveys to gather feedback on products and services.
• Use customer insights to propose improvements to processes, products, and customer engagement strategies.

1. Market Knowledge:
• Maintain a solid understanding of the industrial market, including trends, competitor activities, and customer expectations.
• Provide strategic insights to senior management based on market research and customer data.

1. Customer Retention Strategies:
• Develop and execute strategies to enhance customer retention and satisfaction.
• Ensure that customers receive a high-quality experience from the first point of contact through to post-sales support.

Key Performance Indicators (KPIs):

• Customer satisfaction scores (CSAT).
• Retention rates and repeat customer business.
• Timeliness of issue resolution (response and resolution time).
• Sales growth with existing customers (cross-sell and upsell).
• Accuracy and completeness of customer data management.
• Customer feedback scores (through surveys and surveys response).

Qualifications and Experience:

• Education: Bachelor’s degree in Business, Marketing, or a related field.
• Experience: Minimum of 5 years of experience in customer relationship management, preferably in the industrial market.
• Strong experience in advanced Excel and Google Sheets for data analysis, reporting, and tracking.
• Prior experience in handling large datasets, customer orders, and generating actionable insights from data.

Skills and Competencies:

• Technical Skills: Advanced proficiency in Excel and Google Sheets (pivot tables, data analysis, and reporting).
• Customer Service Skills: Exceptional communication skills with a focus on problem-solving, relationship-building, and conflict resolution.
• Organizational Skills: Ability to handle multiple tasks and projects efficiently in a fast-paced environment.
• Analytical Thinking: Strong ability to interpret customer data and insights to propose actionable solutions.
• Market Knowledge: In-depth understanding of the industrial market and customer needs in this sector.
• Teamwork: Ability to collaborate across different departments to ensure customer success.

Personal Attributes:

• Proactive and self-driven.
• Strong attention to detail and organizational skills.
• High level of professionalism with a customer-centric attitude.
• Excellent time management and multitasking abilities.
• Strong problem-solving capabilities.

Why HR Steel Industries?
At HR Steel Industries, we offer a collaborative environment where you can grow professionally and make a real impact. As part of our team, you'll have the opportunity to work on exciting projects, be part of an innovative culture, and contribute to the growth of a rapidly expanding organization.

Application Process:
Interested candidates are invited to submit their resume and cover letter detailing relevant experience to hr@hrsteel.com.

Top of FormBottom of Form