Customer Relationship Manager

Madan Sons is a Steel Service Center delivering Cold Rolled Steel and value-added processing — precision blanking, stamping, and sheet metal component manufacturing — for OEMs and Tier-1s. As we expand volumes and deepen our OEM relationships, we are building a strong Client Relationship function to ensure seamless service, customer satisfaction, and long-term retention.

Core Mandate (First 12 Months)

• Ensure all client orders are serviced end-to-end, from order placement to payment collection.

• Provide consistent after-sales service and maintain high levels of customer satisfaction.

• Act as the first point of contact for client queries, feedback, and complaints, escalating

  where required.

• Build a culture of proactive follow-ups and customer retention.

• Develop an organized system of feedback capture and resolution for continuous

  improvement.

  Key Responsibilities

• Service clients after order confirmation until final payment realization.

• Maintain regular communication with clients through calls, meetings, and written

  updates.

• Collect genuine feedback and escalate insights to management.

• Resolve client queries and complaints promptly; coordinate with internal teams where needed.

• Support clients with product/service information and guide them on processes.

• Maintain detailed records of client interactions and commitments.

• Work closely with management, participating in weekly reviews with the MD.

• Contribute to strengthening brand trust and long-term business with key accounts.

  Candidate Profile Must-Haves:

• Polite, professional, and approachable disposition.

• Strong ability for rigorous follow-up and customer service discipline.

• Confidence in verbal and written communication with clients and colleagues.

• Proactive, solution-oriented mindset.

• Thorough knowledge of company products/services.

• Always available and responsive on calls.

  KPIs / Success Metrics:

• Customer satisfaction levels (post-order feedback).

• Average response and resolution time for client queries.

• Retention rate of key accounts.

• Timeliness of payment collection from clients.

• Accuracy of client records and reporting.

• Quality of feedback shared with management for decision-making.

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 6+ years Experience.