- Manage relationships with existing customers and key accounts.
- Coordinate with customers for order confirmations, dispatches, and deliveries.
- Handle customer inquiries, complaints, and service requests promptly.
- Follow up on quotations, pending orders, payments, and feedback.
- Coordinate with Sales, Production, Dispatch, and Accounts teams for smooth order execution.
- Update customer records, order status, and communication in the CRM system.
- Track customer satisfaction and identify opportunities for repeat and cross-selling.
- Prepare daily and weekly customer follow-up reports.
- Ensure timely resolution of customer issues while maintaining high service standards.
Requirements
- Graduate in any discipline (MBA preferred).
- 2–5 years of experience in Customer Relationship Management or Sales Coordination.
- Solid communication and interpersonal skills.
- Good knowledge of MS Excel, ERP/CRM software, and email communication.
- Excellent follow-up, coordination, and problem-solving skills.
- Ability to manage multiple customers and tasks simultaneously.
Key Performance Indicators (KPIs)
- Customer satisfaction score.
- Customer retention rate.
- Order processing accuracy.
- Response and resolution time.
- Repeat order percentage.
- On-time order coordination.
- Payment follow-up effectiveness.