Customer Relationship Manager

Job Title

B2B Customer Relationship Manager (CRM)

Job Summary

The B2B Customer Relationship Manager will serve as a strategic interface between the organization and its key business customers, including large enterprises, market leaders, and well-established brands across diverse industries. This role is responsible for managing high-value, high-volume customer accounts, ensuring seamless execution of complex orders, and delivering precise, real-time visibility on order status both item-wise and value-wise. The position demands professionalism, accuracy, and strong stakeholder management to uphold the expectations of industry-leading clients.

Key Responsibilities

1. Strategic B2B Customer Relationship Management

• Act as the Single Point of Contact (SPOC) for assigned key accounts comprising reputed organizations, industry leaders, and prominent national brands.

• Manage all formal customer communication related to commercial terms, delivery commitments, technical specifications, and documentation.

• Build, nurture, and sustain long-term partnerships with senior customer stakeholders to support repeat business and account stability.

• Address customer concerns related to product quality, delivery, or billing with discretion and urgency, escalating only critical issues as required.

2. B2B Order Management & Commercial Tracking (Item-wise & Value-wise)

• Receive, review, and process high-value customer purchase orders in the CRM/ERP system, ensuring strict adherence to approved commercial and technical parameters.

• Maintain a comprehensive daily order tracker for all active B2B accounts, covering:

  • Item-wise tracking: Product SKU, detailed specifications, quantity/length, and order status (Order Acknowledged, In Production, Ready for Dispatch, Dispatched).

  • Value-wise tracking: Order value, invoicing milestones, payment terms, credit exposure, collections, and outstanding receivables.

• Proactively communicate progress updates, dispatch schedules, and potential risks to customers in a timely and professional manner.

3. Cross-Functional Coordination

• Work closely with Sales teams to align customer commitments, pricing approvals, and volume forecasts for strategic accounts.

• Coordinate with Production/Factory teams to monitor manufacturing timelines and prioritize orders for key customers.

• Liaise with Logistics and Dispatch teams to ensure accuracy of material, documentation, and adherence to committed delivery schedules.

• Collaborate with Accounts to facilitate timely invoicing, credit control, payment follow-ups, and account reconciliation.

4. Reporting, Governance & Documentation

• Prepare and circulate structured weekly and monthly reports for management and stakeholders, including:

  • Active order pipeline (item-wise and value-wise).

  • Dispatch performance and delivery adherence.

  • Receivables status and ageing analysis.

  • Customer issues, escalations, and resolution timelines.

• Maintain complete and accurate records of customer interactions, order histories, and contractual documentation within the CRM system.

Required Skills & Qualifications

• Education: Bachelor’s degree in any discipline (preferred).

• Experience: Minimum 2+ years of experience in B2B Customer Relationship Management, Sales Coordination, or Order Management roles, preferably handling large accounts in manufacturing or industrial sectors.

• System Proficiency: Advanced working knowledge of MS Excel for detailed tracking and reporting; hands-on experience with CRM/ERP platforms.

• Industry Exposure: Experience in cables, wires, electrical products, or allied industrial domains will be a strong advantage.

• Communication: Excellent written and verbal communication skills in English and Hindi, with the ability to engage professionally with senior representatives of leading organizations.

• Core Competencies: High attention to detail, strong organizational and follow-up skills, ability to manage multiple priority accounts, and a mature, solution-oriented approach.

Key Performance Indicators (KPIs)

• Accuracy and timeliness of order processing for key accounts.

• Adherence to committed delivery timelines.

• Customer satisfaction and continuity of business from strategic clients.

• Effectiveness in issue resolution and escalation management.

• Timely invoicing and control of receivables.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6+ years Experience.