1. Purpose of the Role
The Client Relationship Manager is a dedicated post-sales role responsible for servicing customers after order placement and ensuring on-time payment collection. The CRM is the single point of contact for the customer from the moment an order is confirmed until the payment is fully received.
This role is part of our Collection Engine – a system designed to achieve 80%+ on-time payment collection within the credit period. The CRM does not sell. The CRM services and collects.
2. Key Responsibilities
2.1 Post-Order Customer Service
- Confirm order receipt with the customer – details, quantity, expected dispatch date.
- Coordinate with internal teams (production, dispatch, logistics) to track order status.
- Proactively update the customer on dispatch and delivery timelines.
- Confirm that the customer has received the material and all delivery documents (invoice, challan, test reports, delivery note).
- Resolve any post-delivery concerns or escalate to the relevant department.
- Collect genuine feedback on product quality, packaging, and delivery experience.
2.2 Payment Collection
- Establish the payment date with the customer based on credit terms.
- Begin payment follow-up 5–10 days before the due date via email, phone, and SMS/WhatsApp.
- Follow the escalation framework for overdue payments (Reminder 1 through 4, marking progressively senior contacts on the customer’s side).
- Track and record all partial and full payments against each invoice.
- Coordinate with the accounts team on payment reconciliation.
2.3 Process Management
- Maintain the CRM tracking sheet for every assigned customer and invoice.
- Update Planned vs Actual dates at each stage: Order Confirmed → Delivery Coordinated → Delivery & Documents Confirmed → Payment Follow-Up → Payment Received → Payment Complete.
- Flag delays at any stage to the reporting manager.
2.4 Customer Intelligence
- Report customer feedback, complaints, and competitive information to the sales team and management.
- Flag early warning signs of payment difficulty or customer dissatisfaction.
- Build and maintain a relationship with the customer’s accounts payable and procurement contacts.
Qualifications & Experience
- Graduate (any discipline). Commerce/BBA preferred but not mandatory.
- 1–3 years of experience in customer service, telecalling, back-office sales support, or collections. Freshers with excellent communication skills may be considered.
- Comfortable with MS Excel, email, and WhatsApp for business communication.
- Proficiency in English and Hindi required. Gujarati is a plus.
- Experience in B2B / industrial / manufacturing environment is a strong advantage.
