JOB DESCRIPTION – Customer Relationship Manager

A. Job Information

Position Name

Customer Relationship Manager

Organizational Unit and Code

Sales – Field Sales

Unit code: SF105

Job Holder’s Reporting Lines

Reports to: Sales Manager

Legal Entity

KRSV Innovative Auto Solutions Pvt. Ltd. (Koovers)

B. Aim, Tasks and Qualifications

Aim of the position

To onboard, activate, manage and strengthen customers through effective field-level engagement, ensure customer satisfaction, improve retention, resolve customer concerns, and drive business growth through regular customer visits and relationship management.

The role involves coordinating with internal teams, monitoring field operations, ensuring timely resolution of customer issues, and identifying opportunities to improve customer experience and business performance.

Tasks of the job holder

A. Customer Relationship Management

- Identify, onboard, develop and maintain strong relationships with new and existing customers.

- Conduct regular field visits to understand customer requirements and business challenges.

- Act as the primary point of contact for customer queries, concerns and escalations.

- Ensure high levels of customer satisfaction and retention.

- Identify opportunities for repeat business and increased customer engagement.

B. Field Operations (FOS)

- Undertake planned field visits to customers.

- Monitor field-level service delivery and operational effectiveness.

- Ensure customer commitments are fulfilled within agreed timelines.

- Track customer visits, feedback, pending issues and action points.

- Ensure proper reporting of field activities through reporting systems.

C. Complaint & Issue Resolution

- Coordinate with sourcing, logistics, accounts, warehouse and service teams to resolve customer issues.

- Follow up on delayed deliveries,



short supplies, damaged materials, billing discrepancies and other operational concerns.

- Ensure customer complaints are addressed within defined turnaround times.

- Monitor unresolved issues and escalate critical matters to management.

D. Business Development & Retention

- Identify additional business opportunities within the existing customer base.

- Support sales by improving customer engagement.

- Monitor customer buying patterns and identify customers at risk of attrition.

- Work towards improving customer retention, repeat orders and wallet share.

E. MIS & Performance Monitoring

- Maintain customer visit reports and relationship management records.

- Prepare periodic reports on customer satisfaction, complaints and resolution status.

- Monitor key performance indicators and ensure achievement of assigned targets.

- Provide regular feedback to management on customer expectations and market developments.

F. Collection and account reconciliation

- Ensure payments are collected as per the credit terms agreed with the customer.

- Ensure issue relating to order supply (Short, Damage, CN, TOD) are resolved on a timely manner.

- Ensure that the reconciliation of Customer ledger at regular periods to avoid future conflicts.

Key Performance Indicators

- Sales / Customer Retention: Target v/s Achievement %; Customer retention percentage

- Collection: Collection as a percentage of O/s, % of Collection within credit time





- Field Visits: Planned vs. actual customer visits

- Complaint Resolution: Resolution within defined TAT

- Customer Satisfaction: Customer feedback / satisfaction score

- Customer Stickiness: Repeat orders and revenue growth

- Customer Activation: Reactivation of inactive and new workshop customers

- Reporting: Timely and accurate MIS submission

Required qualifications

Qualifications and experience

- Pre degree, Degree or any Diploma or ITI candidates with good communication skill in local language

- 3–6 years of experience in customer relationship management, field sales, distribution or customer service.

- Experience in managing Workshop customer in PCS preferred.

- Prior experience in field-based customer engagement will be an advantage.

Skills and competencies

- Strong interpersonal and relationship-building skills.

- Excellent verbal and written communication.

- Customer-centric approach and problem-solving ability.

- Good coordination and follow-up skills.

- Ability to work independently in a field-based role.

- Proficiency in MS Excel, CRM applications and reporting tools.

- Willingness to travel extensively within the assigned territory.

Behavioural competencies

- Ownership and accountability.

- Proactive approach to customer concerns.

- Strong execution and follow-through.

- Ability to manage difficult customer situations.

- Result-oriented mindset.

- Skilled conduct and ethical business practices.

About Koovers

Koovers is a technology-enabled B2B automotive aftermarket platform that supplies automotive spare parts to workshops, garages, retailers and other ecosystem partners.

Website: www.koovers.com

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Sales Executive (India)
🏢 KOOVERS
📍 India