Greetings from Synergy Resource Solutions, a leading Recruitment Consultancy.

Our client started as a small business dealing in pre-filtration equipment for RO systems. Under an able leadership and a hardworking team, they gradually started manufacturing filters, expanded their vendor base, invested in Research & Development and embraced Innovation. Today they have one of the widest range of equipment and solutions for all types of filtration requirements.

Position: Client Relationship Manager (CRM)

Experience: 1 year

Location: Ahmedabad (must reside within 30–45 minutes of office)

Department: Sales

Salary Range: INR 18000-25000

1. Purpose of the Role

The Client Relationship Manager is a dedicated post-sales role responsible for servicing customers after order placement and ensuring on-time payment collection. The CRM is the single point of contact for the customer from the moment an order is confirmed until the payment is fully received.

This role is part of our Collection Engine – a system designed to achieve 80%+ on-time payment collection within the credit period. The CRM does not sell. The CRM services and collects.

2. Key Responsibilities

2.1 Post-Order Customer Service

- Confirm order receipt with the customer – details, quantity, expected dispatch date.
- Coordinate with internal teams (production, dispatch, logistics) to track order status.
- Proactively update the customer on dispatch and delivery timelines.
- Confirm that the customer has received the material and all delivery documents (invoice, challan, test reports, delivery note).
- Resolve any post-delivery concerns or escalate to the relevant department.
- Collect genuine feedback on product quality, packaging, and delivery experience.

2.2 Payment Collection

- Establish the payment date with the customer based on credit terms.
- Begin payment follow-up 5–10 days before the due date via email, phone, and SMS/WhatsApp.
- Follow the escalation framework for overdue payments (Reminder 1 through 4, marking progressively senior contacts on the customer’s side).
- Track and record all partial and full payments against each invoice.
- Coordinate with the accounts team on payment reconciliation.

2.3 Process Management

- Maintain the CRM tracking sheet for every assigned customer and invoice.
- Update Planned vs Actual dates at each stage: Order Confirmed → Delivery Coordinated → Delivery & Documents Confirmed → Payment Follow-Up → Payment Received → Payment Complete.




- Flag delays at any stage to the reporting manager.

2.4 Customer Intelligence

- Report customer feedback, complaints, and competitive information to the sales team and management.
- Flag early warning signs of payment difficulty or customer dissatisfaction.
- Build and maintain a relationship with the customer’s accounts payable and procurement contacts.

3. What This Role Is NOT

- The CRM does not generate new leads or close new sales. That is the sales team’s job.
- The CRM does not negotiate pricing, discounts, or credit terms. That is the sales team’s or management’s job.
- The CRM does not prepare invoices or handle accounting entries. That is the accounts team’s job.
- The CRM does not make field visits .

The CRM is a back-office role that operates from the head office via phone, email, and WhatsApp. The strength of this role is consistency, not confrontation.

4. Daily Work Routine

Time Block

Activity

9:00 – 10:00 AM

Review FMS sheet. Identify invoices due for follow-up today. Check for new invoices handed over by accounts.

10:00 – 12:30 PM

Payment follow-up calls and emails. Work through the follow-up list for the day – reminders, escalations, payment confirmations.

12:30 – 1:30 PM

Lunch break.

1:30 – 3:00 PM

Service calls – order confirmations, dispatch updates, delivery confirmations, document checks for new/recent orders.

3:00 – 4:30 PM

Continue follow-ups. Update FMS sheet with all actions taken – calls made, emails sent, payment dates confirmed.

4:30 – 5:30 PM

Prepare next-day follow-up list. Flag any escalations to reporting manager. Update pending payment tracker.

5. Required Skills & Qualities

Skill / Quality

Why It Matters

Polite disposition The CRM represents the company to the customer after the sale. Rudeness or impatience will damage relationships that took years to build.

Rigorous follow-up ability

This is the #1 skill. The entire role is about consistent, daily follow-up. A CRM who forgets to follow up is useless. Discipline and persistence are non-negotiable.

Confident communication





Must communicate clearly in both speaking and writing. The CRM will interact with senior people at customer organisations – accounts heads, procurement managers, sometimes the customer’s MD.

Proactive nature

Should anticipate issues and act before being told. If a delivery is delayed, the CRM should inform the customer before the customer calls us.

Situational awareness

Must understand the circumstances and act accordingly. A large strategic customer needs a different tone than a small one-time buyer.

Basic product knowledge

Should understand what we sell well enough to answer basic customer queries. Detailed technical queries can be routed to the sales or technical team.

Always available on calls

Must be reachable during business hours. If a customer calls and the CRM is unavailable repeatedly, the system breaks down.

Organised / detail-oriented

Must maintain accurate records in the FMS. One missed follow-up or wrong date entry can mean a delayed payment.

6. Qualifications & Experience

- Graduate (any discipline). Commerce/BBA preferred but not mandatory.
- 1–3 years of experience in customer service, telecalling, back-office sales support, or collections. Freshers with excellent communication skills may be considered.
- Comfortable with MS Excel, email, and WhatsApp for business communication.
- Proficiency in English and Hindi required. Gujarati is a plus.
- Experience in B2B / industrial / manufacturing workplace is a strong advantage.

7. Work Arrangement

- Full-time, office-based role at the head office in Ahmedabad.
- Standard working hours, Monday to Saturday.
- Must reside within 30–45 minutes of the office.
- No field visits required – this is a back-office role. All customer interaction is via phone, email, and WhatsApp.

8. How Performance Will Be Measured

Metric

Target

On-time collection rate

80%+ of assigned invoices collected within credit period

Process completion

100% of assigned invoices tracked through all process stages with dates

Customer responsiveness

Service calls completed within 48 hours of invoice handover

Escalation compliance

All overdue invoices follow the escalation framework – no missed reminders

Customer feedback

Regular feedback collected and reported to management

If your profile is matching with the requirement & if you are interested for this job, please share your updated resume with details of your present salary, expected salary & notice period.

📌 Client Relationship Manager – Client Servicing (Post-Order) (Ahmedabad)
🏢 Gopani Product Systems Pvt
📍 Ahmedabad