Department: Sales Support – Collection Engine
Reports To: Head – Sales Coordination / VP Sales
1. Role Overview
The Client Relationship Manager (CRM) is a post-sales role responsible for managing customer relationships after order placement and ensuring timely payment collection.
The CRM acts as the single point of contact for customers from order confirmation until full payment is received. This role focuses on service, coordination, and systematic follow-up to ensure a smooth customer experience and strong collection performance.
2. Key Responsibilities
2.1 Post-Order Customer Service
Confirm order details, quantity, and expected dispatch date with the customer
Coordinate with internal teams (production, dispatch, logistics) for order tracking
Provide proactive updates on dispatch and delivery timelines
Ensure delivery completion along with all required documents (invoice, challan, etc.)
Address post-delivery concerns or escalate to relevant teams
Collect customer feedback on product quality and delivery experience
2.2 Payment Collection
Align payment timelines based on agreed credit terms
Initiate follow-ups 5–10 days before due date via calls, emails, and WhatsApp
Execute structured follow-up and escalation for overdue payments
Track all payments (partial/full) against invoices
Coordinate with accounts team for payment reconciliation
2.3 Process Management
Maintain and update CRM tracking sheet for all assigned customers/invoices
Track progress across stages: Order Confirmation → Delivery → Documentation → Payment Follow-Up → Payment Received
Highlight delays and escalate internally when required
2.4 Customer Intelligence
Share customer feedback, complaints, and market insights with internal teams
Identify early signs of payment delays or dissatisfaction
Maintain strong relationships with customer accounts and procurement teams
3. Scope of Role (What This Role Does NOT Include)
No involvement in lead generation or sales closure
No authority to negotiate pricing, discounts, or credit terms
No responsibility for invoice creation or accounting entries
No field visits; this is a complete back-office role
4. Required Skills & Competencies
Strong follow-up skills – Consistency and discipline are critical
Effective communication – Clear verbal and written communication
Polite and professional approach – Customer-facing role post-sales
Proactive mindset – Ability to anticipate and act early
Situational awareness – Adapt communication based on customer type
Basic product understanding – Ability to handle general queries
Availability & responsiveness – Must be reachable during working hours
Attention to detail – Accurate tracking and record management
5. Qualifications & Experience
Graduate in any discipline (Commerce/BBA preferred)
1–3 years of experience in customer service, telecalling, sales support, or collections
Freshers with strong communication skills may be considered
Proficient in MS Excel, email, and WhatsApp communication
Fluency in English and Hindi (Gujarati is an added advantage)
Experience in B2B / industrial / manufacturing sector preferred
6. Work Arrangement
Full-time, office-based role
Monday to Saturday working
Must be based within a reasonable commuting distance from the office
No field work; all communication handled via phone, email, and WhatsApp
7. Performance Metrics
On-time collection of invoices within credit period
Complete tracking of all assigned invoices across process stages
Timely customer communication and responsiveness
Adherence to escalation process for overdue payments
Regular collection and reporting of customer feedback
