Customer Relationship Executive

Company Description

Western Flight Cargo & Logistics Pvt. Ltd., established in 2011, is a trusted provider of domestic and international cargo and logistics services. The company is dedicated to offering cost-effective, efficient, and expedited delivery solutions, including air cargo, surface cargo, and premium parcel deliveries across major metro cities in India. With a nationwide network, Western Flight specializes in fast and reliable delivery of both small parcels and heavy shipments, making it a one-stop logistics solution for its clients.

JOB DESCRIPTION

CRM-(CUSTOMER RELATIONSHIP EXECUTIVE)

Job Summary

The Customer Relationship Manager (CRM) is responsible for managing and maintaining strong relationships with customers, ensuring high levels of customer satisfaction, coordinating with internal departments, resolving customer issues, and supporting business growth through excellent service delivery. The CRM acts as the primary point of contact between customers and the logistics company.

Key Roles & Responsibilities

Customer Relationship Management

• Build and maintain long-term relationships with existing customers.

• Serve as the primary point of contact for customer inquiries and concerns.

• Understand customer requirements and provide suitable logistics solutions.

• Ensure high levels of customer satisfaction through timely communication.

Customer Support

• Handle customer queries, complaints, and service requests professionally.

• Resolve customer issues within the agreed turnaround time.

• Coordinate with operations, warehouse, and transport teams to ensure timely service.

• Provide shipment updates and delivery status to customers.

Order & Shipment Coordination

• Monitor shipment progress from booking to final delivery.

• Ensure accurate documentation and order processing.

• Coordinate with branches, warehouses, transporters, and vendors for smooth execution.

• Follow up on delayed shipments and provide proactive updates.

Client Retention

• Maintain regular communication with key customers.

• Conduct customer feedback and satisfaction surveys.

• Identify opportunities to improve customer experience.

• Develop strategies to retain existing clients and reduce customer churn.

Documentation & Reporting

• Maintain accurate customer records in the CRM system.

• Prepare daily, weekly, and monthly customer service reports.

• Track customer complaints, resolutions, and service performance.

• Monitor service-level agreements (SLAs) and customer KPIs.

Coordination

• Work closely with Sales, Operations, Warehouse, Accounts, and Transport teams.

• Ensure seamless communication between customers and internal departments.

• Escalate critical issues to management when necessary.

Required Skills

• Excellent communication and interpersonal skills.

• Strong customer service orientation.

• Good negotiation and relationship management skills.

• Problem-solving and conflict resolution abilities.

• Time management and multitasking skills.

• Proficiency in Microsoft Office (Excel, Word, Outlook).

• Knowledge of CRM software and ERP systems.

• Ability to work under pressure and meet deadlines.

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में ग्राहक सहायता / टेलीकॉलर में 6 - 60 महीने का अनुभव वाले उम्मीदवारों की जरुरत है।