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Role Summary

Serve as the single point of contact for assigned customers, ensuring requirements are understood, documented and coordinated from enquiry and approved quotation through order confirmation, execution, delivery, invoicing support and complaint closure. Build customer confidence through responsiveness, accuracy and reliable service. Account growth, revenue and profitability targets remain with the Key Account Manager (KAM).

Key Result Areas | Duties and Performance Standards

1. Customer Relationship Management

Duties: Act as primary day-to-day contact; understand campaign needs; maintain customer communication and meeting records; coordinate complaint resolution and flag additional requirements to KAM.

Standards: Acknowledge enquiries within 4 working hours; monthly key-customer reviews; customer satisfaction target ≥90%; resolve complaints within agreed service levels.

2. Customer Enquiry, Quotation and Order Management

Duties: Register enquiries; obtain complete specifications, quantities, artwork, sites and delivery requirements; coordinate costing and feasibility; submit authorized quotations; verify purchase orders and customer approvals.

Standards: 100% enquiry registration and documented approvals; standard quotation turnaround 24–48 working hours when inputs are complete; ≥98% order-document accuracy; no unauthorized order release.

3. Order Handover and Internal Coordination

Duties: Prepare standard handover to Operations with specifications, timelines and site requirements; obtain acceptance; coordinate with PPC/Procurement; document changes and escalate risks.





Standards: 100% checklist-based handovers; daily active-order review; commercially assess changes before implementation; critical deviations escalated the same working day.

4. Delivery Commitments and Service Performance

Duties: Track milestones and customer commitments; communicate progress and foreseeable delays; obtain required customer approvals; coordinate closure of shortages, installation issues and complaints.

Standards: Target ≥95% on-time fulfilment; weekly pending-order reviews; documented delivery/installation confirmation; 100% complaint closure within agreed service levels.

5. Invoicing Support and Commercial Discipline

Duties: Provide Finance with job completion and billing documents; check PO and billing details; assist invoice processing, billing-dispute resolution and overdue-payment follow-up; refer commercial decisions to KAM/Finance.

Standards: Submit complete billing documents within 2 working days of completion or milestone; accurate billing instructions; weekly outstanding review; zero unauthorized commercial commitments.

6. MIS, Records and Process Compliance

Duties: Maintain enquiry, quotation, order, approval, complaint and customer meeting records; report delays, pending approvals and exceptions; participate in weekly project reviews.

Standards: Timely,



accurate weekly MIS; 100% traceability of orders and approvals; updated customer records; compliance with SOPs and authorization procedures.

7. Cross-functional Teamwork and Improvement

Duties: Coordinate with Operations, PPC, Procurement and Finance; support root-cause analysis, corrective actions, customer feedback sharing and coaching of junior colleagues.

Standards: Attend reviews; close assigned corrective actions on time; reduce recurring service failures; implement at least two service improvements annually.

Job Factors

Core skills: Advanced customer relationship management, communication, negotiation, complaint resolution, project coordination, problem-solving, prioritization, Excel/MIS and cross-functional teamwork; working knowledge of costing, POSM, signage and printing.

Experience: 5–8 years in client servicing, account coordination or project coordination; preferably 3+ years in offline branding, POSM, signage, printing, advertising production or visual merchandising. Corporate customer and multi-project experience desirable.

Education: Graduate in Business Administration, Commerce, Marketing or related discipline; MBA/PG Diploma preferred. Relevant industry experience may substitute for postgraduate study.

Behavioural attributes: Customer orientation, ownership, integrity, responsiveness, accuracy, teamwork, sound commercial judgment and ability to work under pressure.

- Role boundary: CSM owns service quality, order accuracy, coordination and documentation. KAM owns account revenue growth, commercial negotiations and profitability; Operations owns physical project execution.

📌 Client Servicing Manager (Mumbai)
🏢 Brandola
📍 Mumbai