Sales Customer Relationship Manager

Customer Relationship Manager (CRM)

Location: Jaipur, Rajasthan
Department: Customer Support & Service Operations
Reporting To: Operations Manager

Job Summary

We are looking for a proactive and customer-focused Customer Relationship Manager (CRM) to manage customer interactions, ensure excellent after-sales support, coordinate service activities, and build long-term customer relationships. The ideal candidate should have excellent communication skills, strong follow-up abilities, and experience in handling customer service operations.

Key Responsibilities

· Serve as the primary point of contact for customers.

· Handle customer inquiries, complaints, and service requests professionally.

· Coordinate with the Sales, Service, and Installation teams for timely customer support.

· Schedule preventive maintenance and service visits.

· Maintain customer records in CRM software or Excel.

· Track pending service calls and ensure timely closure.

· Follow up with customers after installation and service completion.

· Generate customer satisfaction feedback and maintain service quality records.

· Get Annual Maintenance Contract (AMC) renewals.

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

· Escalate unresolved issues to the appropriate department.

· Maintain strong relationships with key customers.

· Support the sales team with customer information and documentation.

Required Qualifications

· Graduate in any discipline.

· 2–5 years of experience in Customer Service, CRM, or After-Sales Support.

· Experience in HVAC, Refrigeration, Cold Storage, Engineering, or Industrial Equipment will be an added advantage.

Required Skills

· Excellent verbal and written communication.

· Customer handling and conflict resolution skills.

· Strong follow-up and coordination abilities.

· Good knowledge of MS Excel, Word, and Google Workspace.

· Experience with CRM software is preferred.

Ability to manage multiple tasks simultaneously.

· Positive attitude and professional behavior.

· Strong organizational and documentation skills.

Key Performance Indicators (KPIs)

· Customer Satisfaction (CSAT) Score

· Complaint Resolution Time

· First Response Time

· Service Call Closure Rate

· AMC Renewal Percentage

· Customer Retention Rate

· Response Time to Customer Queries

· Accuracy of Customer Records

· Pending Complaint Backlog

· Monthly Customer Feedback Score

• It is a Full Time Sales / Business Development job for candidates with 1 - 4 years of experience.