Customer Relationship Manager

Job SummaryWe are looking for an experienced and customer-focused Customer Relationship Manager (CRM) to manage relationships with dealers, distributors, channel partners, and customers.

The candidate will be responsible for maintaining strong customer relationships, coordinating with the sales team, managing follow-ups, resolving customer concerns, maintaining CRM data, and supporting repeat business and customer retention.

• Key ResponsibilitiesBuild and maintain strong relationships with existing dealers, distributors, channel partners, and customers.
• Regularly follow up with customers regarding orders, requirements, payments, dispatches, and feedback.
• Maintain and update complete customer records in the CRM software.
• Track leads, enquiries, follow-ups, quotations, orders, and customer interactions.
• Coordinate with the Sales, Dispatch, Accounts, Production, and Management teams for smooth order execution.
• Follow up with existing customers for repeat orders and business growth.
• Identify inactive or low-performing customers and initiate reactivation follow-ups.
• Handle customer complaints professionally and coordinate internally for timely resolution.
• Ensure customers receive regular updates regarding their orders and dispatch status.
• Monitor pending quotations and enquiries and coordinate with the concerned salesperson for closure.
• Track sales team follow-ups and ensure CRM activities are updated properly.
• Prepare daily, weekly, and monthly CRM and customer follow-up reports.
• Maintain records of customer complaints, resolutions, and feedback.
• Support dealer/distributor onboarding and relationship management.
• Collect customer feedback and identify opportunities for upselling and cross-selling.
• Ensure timely communication between customers and internal departments.
• Monitor customer retention and help reduce customer churn.
• Escalate important customer issues or business opportunities to management.

CRM & Reporting ResponsibilitiesThe candidate should regularly monitor:

• New leads and enquiries
• Pending follow-ups
• Follow-up ageing
• Quotation status
• Order conversion
• Repeat-order customers
• Inactive customers
• Customer complaints
• Lost customers/leads
• Salesperson-wise follow-up performance
• Dealer/distributor database
• Customer feedback
• Payment and dispatch coordination
• Required SkillsStrong communication and interpersonal skills
• Excellent customer handling and relationship-building ability
• Good follow-up and coordination skills
• Knowledge of CRM software
• Good working knowledge of MS Excel / Google Sheets
• Basic understanding of sales processes and reporting
• Ability to handle multiple customers and tasks simultaneously
• Strong problem-solving and complaint-handling skills
• Professional telephone, WhatsApp, and email communication
• Good documentation and reporting skills

Preferred ExperienceCandidates with experience in any of the following industries will be preferred:

Bathroom Accessories / Sanitaryware / Hardware / Plumbing / Pipe & Fittings / Building Materials / FMCG / Manufacturing / B2B Dealer-Distributor Network

Key Performance Indicators (KPIs)Performance will be evaluated based on:

• Customer retention rate
• Repeat-order generation
• Follow-up completion rate
• Lead-to-order conversion support
• Customer complaint resolution time
• CRM data accuracy
• Inactive customer reactivation
• Customer satisfaction
• Timely reporting
• Coordination efficiency with the sales team

QualificationGraduate in any discipline. MBA or specialization in Marketing/Sales will be an added advantage.

Ideal CandidateThe ideal candidate should be proactive, organized, disciplined in follow-ups, comfortable communicating with B2B customers, and capable of maintaining long-term relationships with dealers and distributors while coordinating effectively with the internal sales and operations teams.