- Key ResponsibilitiesManage and lead the CRM team and ensure timely response to customer queries and requests.
- Maintain strong relationships with existing customers and understand their requirements.
- Handle customer complaints related to shipment delays, delivery issues, POD, shortages, damages, billing and service quality.
- Coordinate with Operations and Branch teams for timely shipment updates and issue resolution.
- Ensure regular follow-up on pending shipments and customer escalations.
- Monitor shipment status and proactively communicate delays or exceptions to customers.
- Ensure timely sharing of POD, invoices, shipment details, delivery updates and other required documents.
- Coordinate with Accounts/Billing team regarding billing discrepancies, credit notes, outstanding issues and customer queries.
- Track customer complaints and ensure closure within defined TAT.
- Maintain CRM reports, customer feedback records, complaint reports and escalation reports.
- Identify recurring customer complaints and coordinate with Operations to implement corrective actions.
- Monitor CRM team's daily performance, response time and pending follow-ups.




- Conduct regular review meetings with the CRM team and prepare performance reports for management.
- Coordinate with Sales team for customer requirements, rate-related queries and service commitments.
- Maintain proper communication with key customers and handle significant/escalated accounts personally.
- Collect customer feedback and identify opportunities to improve customer satisfaction.
- Ensure proper documentation and updating of customer information in CRM/software.
- Prepare daily/weekly/monthly reports related to complaints, pending shipments, customer follow-ups and service performance.
- Ensure that all customer commitments are properly communicated to the concerned departments and followed up until completion.
- Key Performance Indicators (KPIs)Customer complaint resolution within TAT
- Customer response time
- Pending shipment follow-up and closure
- Complaint closure percentage
- Customer satisfaction and retention
- POD/documentation closure
- Reduction in repeat complaints
- CRM team productivity
- Timely escalation and resolution of operational issues

📌 CRM Manager (Pune)
🏢 Ambox Premium Logistics Private
📍 Pune