Customer Relationship Manager

About the Role

The Customer Relationship Manager (CRM) at Moti Packaging Industries will oversee and nurture key customer engagements within the Greater Noida area. Reporting directly to the Sales Head or Business Development Manager, this role is central to fostering long-term client satisfaction, driving repeat sales, and ensuring flawless coordination between customers and internal departments.

Primary Responsibilities

• Develop and sustain robust relationships with important existing customers, acting as their main contact point.
• Regularly follow up to gauge customer satisfaction and support enduring partnerships.
• Understand customer needs to propose tailored solutions.
• Promote business growth by generating repeat orders and maximizing revenue from current clientele.
• Spot opportunities for cross-selling and upselling, collaborating with the Sales team to meet set sales targets.
• Monitor buying behaviors to identify avenues for enhanced business expansion.
• Manage customer Purchase Orders by liaising with Production, Planning, Quality, Stores, and Dispatch departments, ensuring on-time deliveries.
• Keep customers informed about order and shipment progress.
• Address and resolve customer complaints promptly and effectively, coordinating with relevant internal teams to tackle issues related to quality, delivery, or services.
• Track complaint resolution timelines and implement necessary corrective measures.
• Work with Accounts to manage outstanding payments, conduct payment follow-ups, and resolve billing inquiries.
• Prepare comprehensive reports on customer activities, complaints, orders, payments, and present performance metrics to management regularly.
• Maintain a seamless communication flow between customers and various internal functions, escalating critical concerns to higher management when needed.

Key Performance Indicators

• Customer Satisfaction Score (CSAT)
• Retention rate of customers
• Growth in repeat business
• Timeliness of deliveries
• Speed of complaint resolution
• Efficiency in payment collection
• Management of outstanding receivables
• Customer response time

Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, Commerce, or related disciplines is required.
• MBA degree is favored.
• 3 to 7 years’ relevant experience in Customer Relationship Management, Key Account handling, Sales Coordination, or Customer Service within a manufacturing setup.

Required Skills

• Proficient communication skills, both verbal and written.
• Capability in building and managing customer accounts effectively.
• Competency in negotiation and resolving conflicts.
• Strong analytical thinking and problem-solving aptitude.
• Familiarity with Microsoft Excel, ERP software, and Microsoft Office Suite.
• Good organizational skills, coordination, and planning abilities.
• Ability to perform under pressure and adhere to deadlines.

Preferred Industries

Manufacturing, Packaging, FMCG, Printing, Industrial Products, or B2B sales environments are considered advantageous for this position.