Designation: Customer Relationship Manager
Experience - 5 to 7 years in Logistics Industry
Location: Andheri, Mumbai
We are looking for a Customer Relationship Manager (CRM) to join our team. This role is perfect for individuals who excel at fostering strong client relationships, driving customer satisfaction, and leading customer service teams to deliver excellence.
Key Responsibilities
1. Relationship Management:
- Build and maintain strong, long-term relationships with key clients through proactive communication and exceptional service.
- Act as the primary contact for major clients, addressing concerns and exceeding expectations.
- Develop strategies to retain key customers and grow existing accounts by understanding their evolving needs.
- Collect client feedback to inform service improvements and resolve issues proactively.
2. Customer Service Oversight:
- Supervise the customer service team to ensure timely and accurate responses to client inquiries and complaints.
- Oversee the resolution of client issues, collaborating with other departments to provide effective solutions.
- Ensure complaints are logged, tracked, and resolved within defined service level agreements (SLAs).
- Train and mentor the customer service team to uphold high standards of client communication and problem resolution.
- Monitor customer service performance metrics and work on continuous improvement.
3. Coordination with Internal Teams:
- Collaborate with operations, sales, and other departments to ensure client requirements are met efficiently.
- Customize logistics solutions tailored to specific client needs.
- Manage customer agreements and ensure timely execution and renewal of contracts.
4. Customer Relationship Strategy:
- Proactively communicate updates on service improvements, operational changes, or issues impacting client shipments.
- Stay informed about industry trends and competitors to maintain a competitive edge. 5. Reporting and Analysis:
- Generate and analyze reports on customer satisfaction, complaints, and service metrics. Present insights to senior management for strategic actions.
- Utilize CRM tools effectively to track interactions, manage data, and analyze client relationship trends.
- Leverage customer data to inform service enhancements and business strategies.
Why Join Us? At Pannest Integrated Services Pvt. Ltd., we are committed to delivering excellence in logistics and customer service. Join us to be part of a energetic team where your skills and contributions will be valued and rewarded.