The role focuses on building and maintaining robust customer engagement to drive sales, customer retention, and long-term business growth. The candidate will manage customer interactions, sales processes, and performance tracking while ensuring smooth coordination between customers and internal teams.
Key Responsibilities:
Customer Engagement & Retention:
- Build and maintain strong relationships with existing customers to increase sales and lifetime value.
- Design and implement customer retention strategies and programs.
- Collaborate with customers to understand their business needs, objectives, and segment-specific requirements.
- Identify opportunities to grow the database in key customer segments.
Sales Planning & Performance Management:
- Optimize all plans and strategies to achieve company sales goals.
- Assist in developing sales plans and forecasts; prepare KPI reporting for upper management.
- Manage customer segmentation and set KPIs accordingly.
- Provide full visibility into the sales pipeline at every stage of development.
- Prepare and manage monthly, quarterly, and annual budgets for the sales team.
Order & Delivery Management:
- Manage sales orders in SFDC and handle all order-related processes including proforma invoices, purchase orders, dispatch details, and payment follow-ups.
- Coordinate with plants and logistics teams regarding material status, delivery schedules, and stock planning.
- Access customer B2B portals for PO, delivery schedules, payment advice, and create ASN/WSNs.
- Track and resolve any customer complaints related to material quality or delivery.
Reporting & Documentation:
- Maintain reports on business KPI performance, payment receipts (PCR entries), and credit notes in SFDC.
- Prepare numbering details and other documentation for internal IT and operational processes.
- Ensure proper tracking of customer communications and program performance across multiple mediums.