1. Customer Relationship Management

- Develop and maintain strong relationships with existing customers.
- Maintain regular communication with key customers and decision-makers.
- Understand customer requirements, applications, upcoming projects and purchase plans.
- Maintain a structured customer database with complete contact and business information.
- Conduct regular customer follow-ups through calls, emails, meetings and visits.
- Identify customer satisfaction issues and ensure timely resolution.
- Develop long-term relationships with key accounts.

2. Customer Retention & Repeat Business

- Track existing customers and identify opportunities for repeat orders.
- Follow up for consumables, replacement products, AMC/service requirements and additional equipment.
- Identify customers who have reduced or stopped purchasing and initiate reactivation activities.
- Develop customer-wise business plans for significant accounts.
- Maintain a customer retention and repeat-business tracker.

3. Sales Coordination

- Coordinate with the Sales Team for customer enquiries and opportunities.
- Ensure quotations are shared with customers within agreed timelines.
- Follow up on quotations and record the outcome in CRM/MIS.
- Track enquiries from initial enquiry to order closure.
- Coordinate with internal departments for technical clarification, pricing, delivery and commercial requirements.
- Escalate important opportunities to the Sales Head/Management.

4. Cross-Selling & Up-Selling Identify opportunities for customers to purchase additional products/services from Prama's portfolio, including:

- Gas Management Systems




- Gas Purification Systems
- Nitrogen Generators
- Generators & Air Dryers
- Microfiltration products
- Chromatography Consumables
- Laboratory Instruments
- Thomas Oil-Free Vacuum Pumps
- Laboratory-related products and solutions
- Precision Engineering solutions
- Turnkey Laboratory Projects

Prama's gas purification systems, for example, are used with analytical applications including GC, GC-MS, HPLC, ICP, AAS, LCMS, DSC, TGA, TOC and FTIR, creating opportunities for application-based cross-selling. 5. Complaint & Service Coordination

- Receive and register customer complaints.
- Coordinate with the Service/Technical Team for resolution.
- Track complaints until closure.
- Maintain complaint ageing reports.
- Communicate expected resolution timelines to customers.
- Escalate critical or delayed complaints to the concerned manager.
- Conduct post-resolution customer follow-up.

6. Order & Delivery Coordination

- Coordinate with Sales, Production, Purchase, Stores, Logistics and Accounts for customer requirements.
- Track order status and expected delivery dates.
- Keep customers updated regarding order progress.
- Coordinate installation/commissioning requirements wherever applicable.




- Ensure proper documentation and handover.

7. Customer Feedback

- Collect regular customer feedback.
- Conduct customer satisfaction surveys where required.
- Identify recurring customer issues.
- Share customer feedback with Management.
- Suggest improvements in products, service and customer experience.

8. CRM & MIS

- Maintain accurate customer records.
- Update all customer interactions in CRM/ERP/MIS.
- Maintain enquiry, quotation, order, complaint and follow-up trackers.
- Prepare weekly and monthly customer relationship reports.
- Monitor customer-wise sales and business potential.
- Maintain key-account-wise action plans.

9. Customer Visits

- Conduct customer visits as per business requirements.
- Meet Purchase, QA/QC, R&D;, Engineering, Maintenance, Production and Management personnel.
- Understand upcoming projects and laboratory requirements.
- Generate leads from existing accounts.
- Prepare visit reports and action points.

10. Market & Competitor Intelligence

- Monitor customer requirements and industry trends.
- Gather information about competitors, pricing and product offerings.
- Identify new applications and market opportunities.
- Share relevant market intelligence with Sales and Management.

11. Key Internal Interfaces The CRM will coordinate closely with:

- Sales & Business Development
- Technical / Application Team
- Service & Maintenance
- Projects
- Production
- Purchase
- Stores & Logistics
- Accounts & Finance
- Management

Perks and benefits

Provident fund

📌 Customer Relationship Manager (Mumbai)
🏢 Prama Instruments
📍 Mumbai